Information Services Agents
Job description
These individuals provide customer services on behalf of a company. They work for:
- Businesses
- Insurance companies
- Telephone service providers
- Public utilities
- Customer service centres
Environment
- Controlled ambient temperature
Main tasks
Customer Service Agents in Retail Establishments
- Respond to customer inquiries.
- Handle complaints about goods and services.
- Process refunds, exchanges, and credit notes for returned merchandise.
- Receive credit card application forms or job applications.
Contact Centre Clerk
- Take customers’ orders for goods or services.
- Promote goods and services.
- Respond to inquiries and emergencies.
- Review complaints.
- Keep accounts up to date.
Customer Service Agents in Insurance, Telephone and Utility Companies
- Explain to the clientele the nature and cost of the services offered.
- Order services and receive payments.
- Provide information on claims or accounts.
- Keep accounts up to date.
- Send invoices.
- Process insurance claims.
Information Service Agents
- Provide customers with information over the phone or in person.
Advancement and mobility
- Experience leads to supervisory positions.
Hourly wage
The hourly wage is calculated by averaging wages from 2019 to 2021.- Minimum
- $14.25
- Median
- $20.50
- Maximum
- $30.00
Job prospects for 2022-2026
sr.comparaison-region.titre
Job prospects for 2022-2026
Job prospects
All of Québec
All of Québec
Total jobs for 2021
All of Québec
All of Québec
Gender distribution
All of Québec
- 59.9% Female
- 40.1% Male
- 59.9% Female
- 40.1% Male
Job types
All of Québec
- Full time
- Part time
- Full time
- Part time
Yearly wage on 2015
All of Québec
All of Québec
Other characteristics
All of Québec
- None
All of Québec
- None
Sectors of activity
All of Québec
-
NAICS 44, 4518% of jobs
-
NAICS 55, 5615% of jobs
-
NAICS 5111% of jobs
-
NAICS 919% of jobs
-
NAICS 418% of jobs
-
Others39% of jobs
All of Québec
-
NAICS 44, 4518% of jobs
-
NAICS 55, 5615% of jobs
-
NAICS 5111% of jobs
-
NAICS 919% of jobs
-
NAICS 418% of jobs
-
Others39% of jobs
Training and requirements
Formation
Secondary
DVS in conseil technique en entretien et en réparation de véhicules 
Placement rate: 90.3%
6.7% of graduates pursue further studies
DVS in vente-conseil
Placement rate: 61.5%
22.9% of graduates pursue further studies
College
DCS in tourism (Development and Promotion of Travel Products)
Placement rate: 80.5%
14.6% of graduates pursue further studies
DCS in tourism (Tourist Product Development)
Placement rate: 78.2%
14.5% of graduates pursue further studies
Sometimes required
- Experience in office work or sales may be required.
Main skills and characteristics
Skills
- Data collection
- Active listening
- Oral expression
- Information processing
- Service oriented
- Reading comprehension
- Critical thought
- Persuasion
- Active learning
- Result evaluation
- Time management
- Social perception
Abilities
- Oral comprehension
- Verbal skills
- Speech clarity
- Speech recognition
- Written expression
- Awareness of issues
- Near vision
- Written comprehension
- Deductive reasoning
- Information organization
- Inductive reasoning
Knowledge and attributes
- Capacity to work under pressure
- Diplomacy
- Autonomy
- Spoken and written bilingualism (French and English)
- Knowledge of customer and personalized services
- Capacity to work in a team
- Sense of initiative
- Vitality
- Knowledge of office work
- Impeccable appearance
- Knowledge of a foreign language
Interests
- Draft, communicate, and inform
- Work in sales or client service
- Collect, verify, sort, and classify data or information
Personality profiles (RIASEC)
- Conventional
- People with this profile prefer specific, well-defined tasks. They like to respect the order of things and follow established rules.
- Social
- People with this profile prefer to be in contact with others, in particular to entertain, help or teach them.
- Enterprising
- People with this profile prefer having responsibilities, influencing others and responding to challenges.
Official name of the NOC 6552
Other customer and information services representatives
Job titles
- Customer service assistant
- Call centre agent - customer service
- Complaints clerk - customer service
- Customer service agent
- Order desk agent
- Contact centre agent - customer service
- Tourist information officer
- Supply and return clerk
- Information clerk - customer service
- Tourist information clerk
- Counter enquiries clerk
- Courtesy desk clerk
- Kiosk information clerk
- Adjustment clerk
- Customer service clerk
- Maintenance service clerk
- Customer information service clerk - insurance
- Order clerk - customer services
- Enquiries clerk
- Merchandise exchange clerk
- Express and freight information clerk
- Lost-and-found clerk
- Lost claims clerk
- Lost or damaged goods claim clerk
- Customer relations clerk
- Public relations clerk
- Department store information clerk
- Hospital information clerk
- Hotel information clerk - contact centre
- Accounts information clerk
- Bus schedule information clerk
- Price information clerk
- Bus service information clerk
- Telephone enquiries clerk
- Route supply and return clerk
- Customer service adviser
- Service advisor - auto repair
- Service adviser
- Service consultant - auto repair
- Road transport terminal attendant
- Service writer - auto repair
- Tourist information office attendant
- Lost-and-found desk clerk
- Complaints adjuster
- Customer service representative - insurance
- Customer information service representative - retail
- Customer service operator - telephone system
- Customer service representative - call centre
- Compensation agent
- Complaints clerk - telephone system
- Tourist booth attendant
- Inbound customer service representative - contact centre
- Outbound customer service representative - contact centre
- Automobile dealerships service representative
- Customer satisfaction representative
- Business office service representative - telecommunications
- Complaints specialist - customer service
- Customer service monitor - telephone system
- Bill complaints investigator
Skill type
Sales and service
Last update: March 27, 2023
