Careers rarely develop the way we plan them. Our career path often takes many twists and turns, with particular events, choices and people influencing our direction.

We asked Lorcan Kelly from Irish Tax Institute to give some advice for people considering this job:

 

Lorcan Kelly

Tax Consultant

Irish Tax Institute

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  Lorcan Kelly
I would strongly recommend a career in tax to any students who are considering it. Tax professionals are in high demand from employers and can add real value to any business. It is a challenging and rewarding career which can place you at the heart of business decision making. It can also be an excellent springboard to other careers in finance.

Just recently a new Chief Financial Officer was appointed to Irish Distillers who was formerly the Pernod Ricard Group tax director! Also do your research about the AITI Chartered Tax Adviser (CTA) qualification – from my own experience, the course is very practical and relevant to my day to day job. It provides a structured framework for achieving the knowledge of tax law and skills required to be an AITI Chartered Tax Adviser (CTA).
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The Social person's interests focus on some aspect of those people in their environment. In all cases the social person enjoys the personal contact of other people in preference to the impersonal dealings with things, data and ideas found in other groups.

Many will seek out positions where there is direct contact with the public in some advisory role, whether a receptionist or a counsellor. Social people are motivated by an interest in different types of people, and like diversity in their work environments. Many are drawn towards careers in the caring professions and social welfare area, whilst others prefer teaching and other 'informing' roles.
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Occupation Details

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Customer Service Representative

Job Zone

Education
Most occupations in this zone require job specific training (vocational training) related to the occupation (NFQ Levels 5 and 6 or higher), related on-the-job experience, or a relevant professional award.

Related Experience
Previous work-related skill, knowledge, or experience is required for these occupations. For example, electricians typically complete four years of training in order to perform the job.

Job Training
Employees in these occupations usually need one or two years of training involving both on-the-job experience and informal training with experienced workers. A recognised apprenticeship program may be associated with these occupations.

Job Zone Examples
These occupations usually involve using communication and organisational skills to coordinate, supervise, manage, or train others to accomplish goals. Examples include restaurant managers, electricians, agricultural technicians, legal secretaries, hairdressers, and web developers.

€35k > 90 
Call Centre Manager
Salary Range
(thousands per year)*
€35 - 90 
Related Information:
Data Source(s):
Brightwater / Morgan McKinley

Last Updated: July, 2015

* The lower figures typically reflect starting salaries. Higher salaries are awarded to those with greater experience and responsibility. Positions in Dublin sometimes command higher salaries.
Shortage Indicator

EGFSN Report (July 2014) shows demand for Multilingual customer support (Nordic languages, German and French) for various sectors (e.g. ICT sector, on-line commerce etc.)

7%
Occupational Category

Customer Service Occupations

Also included in this category:

Customer service occupations

Number Employed:

21,500

Part time workers: 20%
Aged over 55: 11%
Male / Female: 37 / 63%
Non-Nationals: 18%
With Third Level: 54%
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Saves this course to your Career File if you are registered.

At a Glance... header image

Responsible for dealing with customer queries and complaints, and ensuring fare trading between a customer and a company.


Videos & Interviews header image

1Total Records: 2

Anne Nutley
Contact Centre Agent  

Anne Nutley is a Contact Centre Agent  with the Customer Service Desk in Bank of Ireland 365. The team Anne is part of takes calls for the Great Britain branches, handling all types of branch account queries for both Business and Personal customers. While it is a demanding and challenging role, Anne finds it extremely rewarding being in a position to assist people with their banking queries.

Go to Interview  
 
Breda Wright
Customer Care Manager  
Breda Wright is a Customer Care Manager with McDonald's Ireland working in a restaurant in Waterford.  She went back to work in McDonald's having stayed at home to rear her family.  She recently won a very prestigious City and Guilds award, one of only 4 awarded in the country.
Go to Interview  
 

Tasks & Activitiesheader image

The following is a list of the most commonly reported tasks and activities for this occupation

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Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

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Check to ensure that appropriate changes were made to resolve customers' problems.

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Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

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Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

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Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

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Refer unresolved customer grievances to designated departments for further investigation.

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Determine charges for services requested, collect deposits or payments, or arrange for billing.

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Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

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Solicit sales of new or additional services or products.

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Order tests that could determine the causes of product malfunctions.

Work Activities header image

The following is a list of the most commonly reported work activities in this occupation.

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Establishing and Maintaining Interpersonal Relationships:  Developing constructive and cooperative working relationships with others, and maintaining them over time.

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Updating and Using Relevant Knowledge:  Keeping up-to-date technically and applying new knowledge to your job.

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Organizing, Planning, and Prioritizing Work:  Developing specific goals and plans to prioritize, organize, and accomplish your work.

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Making Decisions and Solving Problems:  Analyzing information and evaluating results to choose the best solution and solve problems.

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Processing Information:  Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.

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Communicating with Supervisors, Peers, or Subordinates:  Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

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Resolving Conflicts and Negotiating with Others:  Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

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Getting Information:  Observing, receiving, and otherwise obtaining information from all relevant sources.

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Identifying Objects, Actions, and Events:  Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.

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Communicating with Persons Outside Organization:  Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.


Knowledge header image

The following is a list of the five most commonly reported knowledge areas for this occupation.

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Customer and Personal Service:  Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

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English Language:  Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

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Clerical:  Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

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Computers and Electronics:  Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

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Mathematics:  Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.


Skillsheader image

The following is a list of the most commonly reported skills used in this occupation.

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Active Listening:   Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

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Speaking:   Talking to others to convey information effectively.

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Service Orientation:   Actively looking for ways to help people.

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Reading Comprehension:   Understanding written sentences and paragraphs in work related documents.

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Critical Thinking:   Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

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Complex Problem Solving:   Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

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Persuasion:   Persuading others to change their minds or behavior.

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Coordination:   Adjusting actions in relation to others' actions.

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Social Perceptiveness:   Being aware of others' reactions and understanding why they react as they do.

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Monitoring:   Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Further Informationheader image

A detailed description of this occupation can be found on a number of online databases. Follow the link(s) below to access this information:

Note: you will be leaving the CareersPortal Site

Go..Counter Service Assistant - from:  N.C.S. [UK]
Go..Customer Advisor - from:  Careersbox [UK] Video
Go..Customer Service Apprentice - from:  iCould [UK] Video
Go..Customer Service Assistant - from:  N.C.S. [UK]
Go..Customer Service Assistant - from:  N.C.S. [UK]
Go..Customer Service Co-ordinator - from:  icould [UK] Video
Go..Customer Services - from:  icould [UK] Video
Go..Customer Services Manager - from:  N.C.S. [UK]
Go..Customer Services Representative - from:  icould [UK] Video
Go..Helpdesk Professional - from:  N.C.S. [UK]

Related Occupationsheader image

Job Search


Career Guidance

This occupation is popular with people who have the following Career Interests...


...and for people who like working in the following Career Sectors:

Sales, Retail & Purchasing
Banking, Insurance & Financial Services
Tourism & Hospitality

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Higher Ed & CAO Course suggestions
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Further Ed & PLC Course Suggestions
If you are interested in this occupation, then the following courses may also be of interest. Note that these course suggestions are not intended to indicate that they lead directly to this occupation, only that they are related in some way and may be worth exploring.

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