目录
简介 Intro
这个单元组包括客户和信息服务代表，他们回应询问，并提供有关机构的货物，服务和政策的信息，同时提供客户服务，如接收付款和处理服务请求。他们受雇于零售场所，联络中心，保险，电话和公用事业公司和整个私营和公共部门的其他机构。
This unit group includes customer and information services representatives who answer enquiries and provide information regarding an establishment’s goods, services and policies and who provide customer services such as receiving payments and processing requests for services. They are employed by retail establishments, contact centres, insurance, telephone and utility companies and other establishments throughout the private and public sectors.
随着经验积累，可能晋升到主管职位。
Progression to supervisory positions is possible with experience.
主要职责 Main Duties
- 零售场所的客户服务代表当面或电话回答客户查询，并调查有关机构的商品，服务和政策投诉; 安排退回商品的退税，外汇和信贷事宜; 接收帐户支付; 接收信贷和就业应用。
Customer service representatives in retail establishments answer, in person or on the phone, enquiries from customers and investigate complaints regarding the establishment’s goods, services and policies; arrange for refunds, exchange and credit for returned merchandise; receive account payments; and receive credit and employment applications. - 联络中心代理接受客户的商品或服务订单，促进商品或服务，对查询和紧急情况作出反应，调查投诉和更新帐户。
Contact centre agents take customer orders for goods or services; promote goods or services; respond to enquiries and emergencies; investigate complaints and update accounts. - 保险，电话，公用事业和类似的公司客户服务代表解释提供服务的类型和成本，订购服务，提供有关索赔或账户信息; 更新账户; 开始计费和处理赔付; 接收服务费用。
Customer service representatives in insurance, telephone, utility and similar companies explain the type and cost of services offered; order services; provide information about claims or accounts; update accounts; initiate billing and process claim payments; and receive payment for services. - 信息服务代表通过回应电话和亲自查询，给客户和公众提供有关货物，服务，计划，价格，法规和政策的信息。
Information services representatives provide information to customers and the public concerning goods, services, schedules, rates, regulations and policies in response to telephone and in-person enquiries.
任职要求 Employment Requirements
- 通常需要完成中学学业。
Completion of secondary school is usually required. - 可能需要完成一些大学或其他中专课程。
Completion of some college or other post-secondary programs may be required. - 可能必需具备文员或销售经验。
Clerical or sales experience may be required.
所有职称 All Titles
- 账户信息店员 accounts information clerk
- 调整店员 adjustment clerk
- 服务员，旅游展台 attendant, tourist booth
- 服务员，旅游信息办公室 attendant, tourist information office
- 汽车经销服务代表 automobile dealerships service representative
- 法案投诉调查员 bill complaints investigator
- 公交信息员 bus information clerk
- 公交站牌信息店员 bus schedule information clerk
- 公交服务信息员 bus service information clerk
- 商务办公服务代表 – 电信 business office service representative – telecommunications
- 呼叫中心代理 – 客户服务 call centre agent – customer service
- 索赔文员，丢失或损坏的货物 claim clerk, lost or damaged goods
- 文员，客户服务 clerk, customer service
- 店员，维修服务 clerk, maintenance service
- 客户服务店员 client service clerk
- 补偿剂 compensation agent
- 投诉调节员 complaints adjuster
- 投诉业务员 – 客户服务 complaints clerk – customer service
- 投诉业务员 – 电话系统 complaints clerk – telephone system
- 投诉专员 – 客户服务 complaints specialist – customer service
- 联络中心代理 – 客户服务 contact centre agent – customer service
- 柜位查询店员 counter enquiries clerk
- 礼貌前台服务员 courtesy desk clerk
- 客户信息服务的店员 – 保险 customer information service clerk – insurance
- 客户信息服务代表 – 零售 customer information service representative – retail
- 客户关系店员 customer relations clerk
- 顾客满意代表 customer satisfaction representative
- 客户服务顾问 customer service adviser
- 客户服务代理 customer service agent
- 客户服务助理 customer service assistant
- 客户服务店员 customer service clerk
- 客户服务监督员 – 电话系统 customer service monitor – telephone system
- 客户服务运营商 – 电话系统 customer service operator – telephone system
- 客户服务代表 – 呼叫中心 customer service representative – call centre
- 客户服务代表 – 保险 customer service representative – insurance
- 百货信息店员 department store information clerk
- 查询业务员 enquiries clerk
- 快递和货运信息员 express and freight information clerk
- 医院信息员 hospital information clerk
- 酒店信息员 – 联络中心 hotel information clerk – contact centre
- 呼入客户服务代表 – 联络中心 inbound customer service representative – contact centre
- 信息秘书 – 客户服务 information clerk – customer service
- 研究者，账单投诉 investigator, bill complaints
- 亭信息员 kiosk information clerk
- 失去索赔店员 lost claims clerk
- 丢失或损坏的货物要求店员 lost or damaged goods claim clerk
- 失物招领处办事员 lost-and-found clerk
- 失物招领处的前台服务员 lost-and-found desk clerk
- 维修服务店员 maintenance service clerk
- 商品交换店员 merchandise exchange clerk
- 为了业务员 – 客户服务 order clerk – customer services
- 订货处代理 order desk agent
- 出站的客户服务代表 – 联络中心 outbound customer service representative – contact centre
- 价格信息员 price information clerk
- 公共关系店员 public relations clerk
- 公路运输终端服务员 road transport terminal attendant
- 路由供水和回水店员 route supply and return clerk
- 服务顾问 service adviser
- 服务顾问 – 汽车维修 service advisor – auto repair
- 服务顾问 – 汽车维修 service consultant – auto repair
- 服务代表，商务办公 – 电信 service representative, business office – telecommunications
- 服务作家 – 汽车维修 service writer – auto repair
- 供应和返回店员 supply and return clerk
- 电话查询业务员 telephone enquiries clerk
- 旅游解说员 tourist booth attendant
- 旅游信息员 tourist information clerk
- 旅游信息办公室服务员 tourist information office attendant
- 旅游信息官 tourist information officer
不包括职称 Exclusions
- 客户和信息服务，主管 Customer and information services supervisors [6314](6314)
- 在银行及其他金融机构的客户服务代表（客户服务代表 – 金融机构） Customer service representatives in banks and other financial institutions (in [6551](6551) Customer services representatives – financial institutions )
- 普通票和信息代理（机票和服务代理） General ticket and information agents (in [6523](6523) Airline ticket and service agents )
- 接待员 Receptionists [1414](1414)
- 零售售货员 Retail salespersons [6421](6421)
- 票务信息员（除航空）（地面和水上运输票务代理，货运服务代表及相关文员） Ticket and information clerks (except airline) (in [6524](6524) Ground and water transport ticket agents, cargo service representatives and related clerks )