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Customer service assistant

Customer service assistants or advisers deal with customer enquiries and complaints.
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What does a customer service assistant do?

This role may include:

  • answering customer enquiries or passing them on to another department
  • giving information, and helping to solve problems
  • selling products or taking orders
  • arranging services for customers, such as booking tickets or setting up insurance policies
  • handling complaints and passing them on to a manager if required
  • entering customer information onto a computer database
  • taking payment for goods or services
  • giving refunds

What do I need to do to become a customer service assistant?

To work as a customer services assistant, your people skills will be just as important as your formal qualifications. Employers will look for a good general standard of education but excellent communication skills, a friendly personality and some IT skills will also be useful.

Previous experience of working with people in a face-to-face setting, or over the telephone and by email could also be helpful.

You could take a college course to gain some of the skills and knowledge needed to work in customer service. Courses are widely available and include:

  • Level 1 Award for Introduction to Customer Service
  • Level 1 Award/Certificate in Principles of Customer Service
  • Level 2 Award/Certificate in Customer Service
  • Level 2 Certificate in Contact Centre Operations

Related skills

  • Communication
  • Interpersonal skills
  • IT
  • Numeracy
  • Patience
  • Problem solving
  • Teamwork

Where to find out more


Where could I be working?

You could work in all kinds of employment sectors, including retail, finance, travel, manufacturing, health, telecommunications and local authorities.


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