Skills Information Clerk - Customer Service in the Edmonton Region

Find out what skills you typically need to work as an information clerk - customer service in Canada. These skills are applicable to all Other customer and information services representatives (NOC 6552).


People working in this occupation usually apply the following skill set.

  • Address customers' complaints or concerns
  • Maintain records and statistics
  • Issue receipts and other forms
  • Explain the type and cost of services offered
  • Answer inquiries and provide information to customers
  • Arrange for billing for services
  • Arrange for refunds and credits
  • Perform general office duties
  • Receive and log complaints
  • Order office supplies and maintain inventory
  • Access and process information
  • Sell merchandise
  • Receive credit and employment applications
  • Receive payments

Essential skills

See how the 9 essential skills apply to this occupation.

  • Read logbook entries and short notes, e.g. read logbook entries and short text messages from co-workers about special requests and late-arriving guests. (1)
  • Read short text entries on a variety of forms, e.g. read waybills and customer information forms to learn about customer orders and requests. (1)
  • Read email, memos and bulletins, e.g. read email messages and bulletins from supervisors to learn about new promotions and changes to operating procedures. (2)
  • Read a variety of procedure manuals, e.g. read procedure manuals to learn how to process warranty claims and to learn about the operation of computer systems. (3)
  • Read instruction manuals and quality reference guides, e.g. read training manuals to learn how to operate telephony equipment and read quality reference guides to assist customers with their inquiries. (3)
  • Read protocols, e.g. 911 communication officers read protocols to learn how to refer calls to appropriate emergency responders, such as police, fire departments and paramedics. (3)
  • May read contracts and other legal agreements, e.g. read warranty clauses to learn the conditions that must be met to justify equipment replacement. (3)
Document use
  • Locate data in lists, e.g. locate stock numbers, quantities and prices in electronic directories. (1)
  • Complete a variety of forms, e.g. enter information, such as names, times, dates and costs, in electronic complaint, customer information and order forms. (2)
  • Locate data in tables, e.g. locate contact information, fees and product codes in waybills and times, names and dates in work schedules. (2)
  • May interpret graphed data, e.g. interpret graphed data to determine the type and frequency of telephone calls and customer visits. (2)
  • May interpret maps to locate addresses and estimate distances and arrival times. (3)
  • Write reminder notes to themselves about tasks to be completed. (1)
  • Enter short comments on a variety of forms, e.g. write comments on rain check forms to note special conditions. (1)
  • Write messages and memos, e.g. write email messages to supervisors to update them on activities that took place during their shifts and send meeting requests. (2)
  • Write letters, e.g. write letters to customers to explain company polices and resolve complaints. (2)
  • May write reports to describe workplace incidents, e.g. write about events involving hostile customers and thefts. (2)
  • May complete credit card and debit card transactions. (1)
  • May measure the weight of packages and their volumes in preparation for shipping. (1)
  • Compare statistics to company standards, e.g. compare graphed customer wait times to company standards (1).
  • Estimate material requirements, e.g. estimate the number of forms on a shelf when it is time to reorder supplies. (1)
  • May calculate the cost of goods by applying discounts, adding taxes and calculating currency exchanges. (2)
  • May calculate summary statistics, e.g. calculate average handling times and the percentage of service calls by product line. (2)
  • Estimate delivery times and costs for clients requesting rush services. (2)
Oral communication
  • Talk to suppliers and delivery personnel, e.g. talk to delivery personnel to trace lost orders. (1)
  • Exchange information with co-workers, e.g. speak with co-workers to coordinate activities and with supervisors to discuss hours of work and schedules. (2)
  • Talk to supervisors, e.g. speak with supervisors about matters, such as hours of work and the outcomes of telephone campaigns. (2)
  • Speak with customers about a variety of topics, e.g. discuss store policies, payment information, product features and hours of service with customers. (2)
  • Speak with dissatisfied customers, e.g. speak with and attempt to satisfy customers who are unhappy with the service they received and the quality of goods they purchased. (3)
  • May exchange information with distressed callers, e.g. 911 communication officers speak with and question distressed callers to determine the nature of emergency situations and to gather the information needed by emergency responders. (3)
  • May exchange information with emergency responders, e.g. 911 communication officers provide detailed, clearly communicated information and instructions to police officers responding to emergency situations, such as robberies, accidents and domestic disputes. (3)
  • Fall behind schedule. They ask co-workers for assistance and request overtime to complete tasks. (1)
  • Decide the order of tasks and their priorities, e.g. decide which customers to serve first. (1)
  • Decide what percentage discount to offer on damaged products. They consider the degree of damage and their company's policies. (1)
  • Evaluate the performance of tools, such as telephony equipment and touch screen displays. (1)
  • React to the needs of customers as inquiries are received. There may be short-term planning to make sure regular tasks are completed, such as having adjustment lists ready for the weekly mailbag to head office. Some planning also takes place to ensure that supplies, such as forms and brochures, are always on hand. (1)
  • Contact sales personnel or other departments to get information on specific transactions. (1)
  • Refer to databases and speak with co-workers at other branch stores by telephone to determine the availability of items requested by customers. (1)
  • Encounter equipment malfunctions, e.g. databases do not operate due to malfunctions. They attempt to troubleshoot and repair the equipment themselves. They contact supervisors if they are unable to fix the problem. (2)
  • Encounter dissatisfied customers. They speak with customers about their concerns and attempt to negotiate resolutions by offering discounts, refunds and gift certificates as warranted. (2)
  • Decide to accept returns and make exchanges. (2)
  • Decide how to best serve the needs of customers, e.g. may decide to expedite the delivery of goods to customers. (2)
  • Decide when circumstances warrant merchandise being put back on shelves or returned to manufacturers. (2)
  • Decide to forward calls to supervisors after identifying potential legal and media issues. (2)
  • Judge the condition of products being returned for refunds. They consider signs of wear and tear and the condition of packaging. (2)
  • Judge the validity of customers' complaints in order to determine action steps, such as offering discounts. (2)
  • Visit manufacturers' websites, contact suppliers by telephone and speak with co-workers to learn about products and their warranties and specifications. (2)
  • Evaluate the seriousness of emergency situations, e.g. 911 communication officers evaluate the seriousness and nature of emergency calls and use established protocols to determine the appropriate courses of action. (3)
Digital technology
  • May operate speech-recognition software to perform the first level of customer support. (1)
  • May operate automatic-call-distribution software to queue calls and connect with callers. (1)
  • May operate point-of-sale equipment, such as electronic cash registers and touch-screens, to issue refunds. (1)
  • May use calculators and personal digital assistant (PDA) devices to complete numeracy-related tasks, such as summing figures and calculating charges. (1)
  • May use word processing software to write short reports. (2)
  • May use spreadsheets to calculate and graph the frequency of contacts with customers. (2)
  • Use database software to retrieve information about customers, purchases and products. (2)
  • May use communication software to exchange email with co-workers and customers. (2)
  • May use the Internet to access manufacturers' websites to locate product specifications, prices and availabilities. (2)
  • May use the Internet to access training courses and seminars offered by trainers, suppliers, employers and associations. (2)
  • Operate specialized digital telephony equipment to speak with customers and record the required information. (2)
  • May operate specialized equipment to communicate with hearing-impaired customers. (2)
Additional informationWorking with Others

Contact centre agents mainly work independently. They may work as a team with other personnel to ensure the desk is covered at all times or to resolve customers' problems.

Continuous Learning

There is an ongoing need for contact centre agents to keep up-to-date on changes to the information they provide, computer technology and trends in customer service.

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