Where a customer service representative can go next
12 destinations recorded, ranked by how much of the target role a customer service representative already meets. The closer to the top of Table 1, the less there is to learn.
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Also known as customer experience manager, customer relations officer, information office worker, customer service officer, customer service person, customer feedback representative, customer complaints handler, senior customer service representative, information clerk, trainee customer service representative, graduate customer service representative, information agent.
Clerical support workers 39 skills on file 12 career moves 0 above 60% overlap Closest: sales processor, 45%
- 70% and above · short step
- 50 to 70% · real move
- Below 50% · substantial retraining
Table 1 · A bigger jump
Possible, but expect real retraining rather than a sideways step.
- sales processor 45% covered · difficulty 57.7
- after-sales service technician 44% covered · difficulty 56.4
- call centre agent 44% covered · difficulty 56.8
- ICT help desk agent 35% covered · difficulty 66.7
- technical sales representative in office machinery and equipment 35% covered · difficulty 70
- technical sales representative in chemical products 35% covered · difficulty 70
- technical sales representative in agricultural machinery and equipment 35% covered · difficulty 70
- technical sales representative in mining and construction machinery 35% covered · difficulty 70
- technical sales representative in hardware, plumbing and heating equipment 35% covered · difficulty 70
- technical sales representative in the textile machinery industry 34% covered · difficulty 70.5
- technical sales representative in electronic and telecommunications equipment 34% covered · difficulty 70.5
- live chat operator 32% covered · difficulty 68.9
Table 2 · What the job itself asks for
A customer service representative needs 24 required skills and areas of knowledge. These 10 are the ones fewest other jobs share, so they say the most about the work.
- determine charges for customer services information skills
- perform escalation procedure communication, collaboration and creativity
- process order forms with customer's information information skills
- knowledge base information and communication technologies (icts)
- provide information assisting and caring
- process customer orders management skills
- implement customer follow-up communication, collaboration and creativity
- keep records of customer interaction information skills
- process data information skills
- process refunds management skills
Table 3 · Jobs that lead here
The reverse view: occupations whose skills already cover much of what a customer service representative does. The figure is how much of this job each one brings.
Look up another occupation
Customer service representative is filed under Clerical support workers, ISCO major group 4. The full index lists all ten groups.
How these figures were compiled
Overlap is how much of the target role is already part of a customer service representative’s work. It is directional: the figure for the reverse move differs. Every entry above opens the full comparison for that move: what carries over, what is missing, and where to start. The full method.