Lifelong Learning Programme

This project has been funded with support from the European Commission.
This web site reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.

This section of the School&Work portal provides administrative information for the project contractual partners and for the European Commission and it is password protected.

Skills& Jobs

Homepage > Skills& Jobs > Job Profiles

Job Profiles

The most researched job profiles have been identified in 6 countries. For every profile, the related skills have been listed.

Teachers and school counsellors should use the information provided to enhance students' motivation underlining the consistency between what is learnt at school and the skills required by the labour market.

For every country the most researched job profiles are presented providing information on the related qualifications, knowledge, skills, competences and personal attitude.

Back to the Job Profiles List

NAME OF THE JOB PROFILE:
Customer service representative
Description of the job profile
A customer service representative interacts with a company’s customers to provide them with information to address inquiries regarding products and services. In addition, they deal with and help resolve any customer complaints. For instance, a customer representative may assist you in opening an account or help you to resolve a problem if you cannot access your account or if your order never arrived. Usually, customer service representatives gather their information via a telephone call.
Economical sector
Tertiary
Country
Spain
Qualifications required
Secondary education or higher education of at least 1 year
Total number of training hours
0 to 4000
Knowledge
Knowledge Description Level
Accounting Basic knowledge of invoicing, elaborate a budget, etc. Level 4
Business and Economics Knowledge of company´s policy Level 7
Knowledge of materials/goods and techniques/procedures Knowledge of company’s products and services Level 7
Law Knowledge of refund and guarantees rules Level 6
Psychology and Socio-pedagogy Knowledge of Sociology applied to business Level 5
Sales and Marketing Knowledge of the company´s marketing strategy, special promotions, etc. Level 5
Skills
Skill Description Level
Back-office Clerical skills: data entry, typing, filing, phone communication, etc. Level 6
Communication skills Excellent communication skills to answer customers clearly. Active listening, writing skills. Understanding and communicating information effectively in different ways (writing, by phone, or face to face). Level 8
Customer care Answering customer questions and complaints in a helpful and professional manner, customer retention skills, customer relationship management Level 7
Computer Skills Computer dexterity: e-mail, Microsoft-office, etc Level 7
Languages Some companies request the use of other languages to provide service to foreign consumers Level 7
Personal/behavioural skills Patient and politeness, ability to create positive interactions. Professional in the interaction with customers Level 7
Problem solving skills Ability to solve incidents, determinig solutions to a customer’s problema and giving alternatives. Level 8
Competences
Competence Description Level
Communication competences Handling relations with customers Level 7
Customer care Interpersonal ability, customer retention approach Level 6
Organisational competences Work planification, organization of the workspace Level 4
Personal/behavioural competences Professionalism Level 6
Problem solving Handling problems, complaints and new situations Level 7
Previous Experience
0 to 5 years (depending on qualifications required)
Personal Attitude
Some companies request good presence

Follow us

This project has been funded with support from the European Commission. This web site reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.