Customer contact centre information clerk to after-sales service technician
A customer contact centre information clerk already meets 36% of what the after-sales service technician role asks for. The move turns on 9 required skills not yet in the profile.
62.9/ 100
1 How much of what an after-sales service technician is expected to do is already part of a customer contact centre information clerk’s work. Directional: the figure for the reverse move differs, because moving into a speciality is not the same problem as moving out of one. 2 Every skill the after-sales service technician role is recorded as needing, required and optional together. What these numbers mean.
Why this move works
An after-sales service technician role treats 7 of its required skills as things a customer contact centre information clerk already does. You would walk in with these on day one.
- characteristics of products
- characteristics of services
- communicate with customers
- contact customers
- customer relationship management
- customer service
What stands in the way is 9 required skills the profile does not yet cover. Table 3 groups them; Table 4 says which to take first.
Table 2 · What you already bring
Of the 8 skills that carry over, these are the ones fewest other occupations ask for. An after-sales service technician role needs them, and most people applying for one will not have them already. This is the part of a customer contact centre information clerk background worth leading with.
- already held contact customers communication, collaboration and creativity
- already held keep records of customer interaction information skills
- already held customer relationship management business, administration and law
- already held characteristics of services business, administration and law
- already held characteristics of products engineering, manufacturing and construction
- already held customer service business, administration and law
All 8 carried skills, including the 7 the after-sales service technician role treats as required.
Table 3 · What you may need to learn
The 21 missing skills fall into 8 areas of the ESCO skill hierarchy, numbered in the order worth working in. Areas carrying the most required skills come first, and inside each one the required skills sit above the optional ones. Nothing here is a verdict on you: it is a list of what this particular job asks for that your current one does not.
- still to learn advise on merchandise features required
- still to learn execute after sales activities required
- still to learn implement customer follow-up required
- still to learn implement sales strategies required
- still to learn create solutions to problems required
- optional, not held maintain relationship with customers optional
- optional, not held address problems critically optional
- optional, not held apply technical communication skills optional
- optional, not held listen actively optional
- still to learn ensure compliance with legal requirements required
- still to learn provide customer follow-up services required
- optional, not held provide information optional
- still to learn product comprehension required
- optional, not held sales activities optional
- optional, not held sales strategies optional
- still to learn maintenance operations required
- optional, not held electronic and telecommunication equipment optional
- optional, not held monitor after sales records optional
- optional, not held manage schedule of tasks optional
2 further areas in the appendix
Table 4 · Where to start
The 3 entries an after-sales service technician role is least likely to hire without. The ordering is computed from the skill data, not from what pays.
- 01 advise on merchandise features practise this
- 02 execute after sales activities practise this
- 03 implement customer follow-up practise this
Each entry opens a course search for that skill. Career Overlap earns nothing from these links.
Appendix · The rest of the record
All 8 skills that carry over
- already held characteristics of products knowledge
- already held characteristics of services knowledge
- already held communicate with customers skill
- already held contact customers skill
- already held customer relationship management knowledge
- already held customer service knowledge
- already held guarantee customer satisfaction skill
- already held keep records of customer interaction skill
The 2 learning areas not shown above
- optional, not held consumer protection optional
- optional, not held solve technical problems optional
12 supplementary skills, helpful but not required
- optional, not held electronic and telecommunication equipment optional
- optional, not held maintain relationship with customers optional
- optional, not held monitor after sales records optional
- optional, not held sales activities optional
- optional, not held sales strategies optional
- optional, not held address problems critically optional
- optional, not held apply technical communication skills optional
- optional, not held consumer protection optional
- optional, not held listen actively optional
- optional, not held manage schedule of tasks optional
- optional, not held provide information optional
- optional, not held solve technical problems optional
24 held skills the after-sales service technician role does not ask for
- not needed by the target role analyse call performance trends skill
- not needed by the target role answer incoming calls skill
- not needed by the target role assist customers skill
- not needed by the target role call-centre technologies knowledge
- not needed by the target role carry out active selling skill
- not needed by the target role collect customer data skill
- not needed by the target role communicate by telephone skill
- not needed by the target role customer insight knowledge
- not needed by the target role discern written communication skill
- not needed by the target role draft corporate emails skill
- not needed by the target role establish customer rapport skill
- not needed by the target role follow up orders for customers skill
- not needed by the target role handle helpdesk problems skill
- not needed by the target role improve customer interaction skill
- not needed by the target role knowledge base knowledge
- not needed by the target role measure customer feedback skill
- not needed by the target role notify customers on special offers skill
- not needed by the target role perform customer management skill
- not needed by the target role prepare correspondence for customers skill
- not needed by the target role process payments skill
- not needed by the target role provide customer follow-up skill
- not needed by the target role provide customers with order information skill
- not needed by the target role provide customers with price information skill
- not needed by the target role use databases skill
6 gaps that are knowledge rather than practice
Knowledge gaps usually close through study. Practical skill gaps usually need something you can point at.
- still to learn product comprehension required
- still to learn maintenance operations required
- optional, not held electronic and telecommunication equipment optional
- optional, not held sales activities optional
- optional, not held sales strategies optional
- optional, not held consumer protection optional
Other moves recorded from customer contact centre information clerk
- post office counter clerk 38% covered · substantial
- ICT help desk agent 25% covered · substantial
- live chat operator 25% covered · substantial
- contact centre manager 23% covered · substantial
Full index of moves from customer contact centre information clerk
Common questions about this move
Can a customer contact centre information clerk become an after-sales service technician?
Yes, and it is a substantial move. A customer contact centre information clerk already covers 36% of what an after-sales service technician is expected to do: 8 skills carry over, 7 of which the after-sales service technician role treats as required.
What skills does a customer contact centre information clerk need to become an after-sales service technician?
9 required skills are missing, plus 12 optional ones. They fall into 8 areas of the ESCO skill hierarchy, led by communication, collaboration and creativity. The single most important is advise on merchandise features.
How hard is the move from customer contact centre information clerk to after-sales service technician?
Its learning distance is 62.9 out of 100, which is the substantial band. That accounts for both how much is missing and how specialised those skills are.
How this record was compiled
Both occupations are taken from ESCO, which lists the skills and knowledge each occupation is expected to have and marks every one required or optional. Nothing here is a prediction about hiring, and nothing here knows that a particular employer wants a particular certificate. Treat Table 3 as a starting point for your own research rather than a syllabus. The full method states what these figures can and cannot tell you.