Customer Service and information clerks answer customers' questions and complaints. They act as the link between an organization and its customers or the public. Customer service clerks and information clerks are employed in many different organization. They are found in retail stores, transportation companies, public utilities, and at all levels of government. These clerks explain the organization's policies and procedures to their customers as well as explain the range of services that the organization offers.
In responding to the concerns of a customer or a client, you act according to established guidelines. In some cases, this may involve arranging for refunds, exchanges or credits for returned goods. In other cases, your job may involve explaining the various types of services your organization provides and the costs associated with them. If a client wants to buy a service or product from the company, you take down the necessary information and process the request for services.
As a customer service clerk, you record each inquiry and response to each client, whether it occurs by telephone, mail or in person. Many organizations like to keep track of customer complaints and comments so that they can be more responsive to their clients' preferences and needs. In some companies, you write letters in response to customer complaints or questions and look after all related paperwork.
Bilingualism is a definite asset. In fact, depending on where you work, a knowledge of other languages commonly used in the community is also very helpful. Probation periods generally last three months and you may start out working part-time before being hired on a full-time basis. You may be obliged to join a union.
The training process usually involves studying manuals and participating in group discussions with supervisors and other information clerks. It is absolutely essential that you understand the company's policies, procedures and practices thoroughly before you begin work with the public.
You must become very knowledgeable about the company, its structure and its policies. You also must become familiar with all of the different areas of the organization. This provides you with more opportunity for other jobs, when they become available.
This job requires good interpersonal skills and the ability to communicate clearly. Customer service clerks must enjoy working directly with the public. Information clerks should be comfortable talking to people, either face to face or over the telephone. Both types of work require enthusiasm and some salesmanship.
People turn to the customer service clerk to get a problem solved quickly. They turn to the information clerk to get accurate, clear answers to their questions. When customers call to complain, you must remain calm and be patient and do your best to deal with their concerns whatever they may be. It's your job to listen to the customer and to initiate action according to established procedures where necessary.
You should also be comfortable in a computerized environment and know how to type. You should be able to do simple math since you may often find yourself calculating costs or credits for the customer. The most important part of the job is being able to deal with the public and to make them feel like valued customers.