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OSP Occupational Profile

OSP Occupational Profile

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NOC Code: NOC Code: 1453 Occupation: Customer Service, Information and Related Clerks
Occupation Description: Occupation Description:
This unit group includes clerks 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, insurance, telephone and utility companies and by other establishments throughout the private and public sectors. This unit group includes clerks 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, insurance, telephone and utility companies and by other establishments throughout the private and public sectors.

  • Click on any of the Essential Skills to view sample workplace tasks for this occupation.
  • Skill levels are assigned to tasks: Level 1 tasks are the least complex and level 4 or 5 tasks (depending upon the specific skill) are the most complex. Skill levels are associated with workplace tasks and not the workers performing these tasks.
  • Scroll down the page to get information on career planning, education and training, and employment and volunteer opportunities.

Table will display the Skill Level for the Noc specified
Essential Skills Essential Skills Levels
Reading Text Reading Text 1 2 3
Writing Writing 1 2
Document Use Document Use 1 2 3
Computer Use Computer Use 1 2
Oral Communication Oral Communication 1 2
Money Math Money Math 1 2 3
Scheduling or Budgeting and Accounting Scheduling or Budgeting and Accounting 1 2
Measurement and Calculation Measurement and Calculation 1 2
Data Analysis Data Analysis 1 2 3
Numerical Estimation Numerical Estimation 1 2
Job Task Planning and Organizing Job Task Planning and Organizing 1
Decision Making Decision Making 1 2
Problem Solving Problem Solving 1 2 3
Finding Information Finding Information 1 2


  • The skill levels represented in the above chart illustrate the full range of sample tasks performed by experienced workers and not individuals preparing for or entering this occupation for the first time.
  • Note that some occupational profiles do not include all Numeracy and Thinking Essential Skills.

If you would like to print a copy of the chart and sample tasks, click on the "Print Occupational Profile" button at the top of the page.


Reading Text
  • Read about company promotions on email. (1)
  • Read memos from supervisors about new procedures or services. (1)
  • Read the back of the company's waybill to see how the terms and conditions apply to a customer's problem. (2)
  • Read customer information files which provide information on customer orders and requests. (2)
  • Read company catalogues to find descriptions of items and ordering information. (3)
  • Read customer service and computer manuals to clarify procedures for working with specific types of orders. (3)
  • Read insurance contracts to verify liability clauses or contracts with clients outlining conditions of service. (3)
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Writing
  • Write a daily log listing all items shipped through a particular service or recording the types of calls received and the subject of complaints. (1)
  • Write reminder notes about tasks which must be completed. (1)
  • Write email messages to co-workers in other departments. (1)
  • Write incident reports about difficult customers or missed delivery dates. (2)
  • Write memos to customer service supervisors to update them on activities or to seek clarification of policies. (2)
  • Write letters to customers to resolve complaints. (2)
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Document Use
  • Fill in "Action Required" forms in response to customer complaints. (1)
  • Read lists of products, stock numbers, quantities and prices. (1)
  • Refer to road maps to locate a customer's address for delivery personnel. (2)
  • Read fee structures and student registration forms. (2)
  • Read invoices. (2)
  • Read waybills and manifest forms. (2)
  • Refer to schedules to locate times that buses or trucks will be making deliveries. (2)
  • Complete refund, repair and order forms and fill in "rain-cheque" forms which entitle customers to the sales price when an item becomes available. (2)
  • Read consumer credit requests. (2)
  • Plot information on a graph, for example, to show the volume and subject matter of telephone calls and customer visits. (3)
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Computer Use
  • Use bookkeeping, billing and accounting software. For example, use a computer program to check prices during a sale. (1)
  • Use communications software. For example, send email messages to other departments or stores. (2)
  • Use a database. For example, use a database to locate customer addresses or to key in new orders. (2)
  • Use word processing. For example, type customer information sheets. (2)
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Oral Communication
  • Interact with courier companies or delivery personnel to trace lost orders. (1)
  • Interact with sales staff to clarify options to replace a faulty order. (1)
  • Handle complaints from dissatisfied customers. (2)
  • Listen to customers describe their needs and respond to customer inquiries. (2)
  • Communicate with co-workers to co-ordinate schedules and tasks. (2)
  • Discuss changes in service policy with supervisors. (2)
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Money Math
  • Receive cash, make change and credit payments. (1)
  • Calculate discount prices and taxes. (3)
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Scheduling or Budgeting and Accounting
  • Calculate overtime worked. (2)
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Measurement and Calculation
  • Weigh a package in preparation for shipping. (1)
  • Calculate a package's volume given its size when arranging to ship it by air. (2)
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Data Analysis
  • Calculate summary statistics, such as the percentage of calls referred elsewhere or the average time customers have waited for service. (2)
  • Use graphs to compare performance data over a period of time. (3)
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Numerical Estimation
  • Estimate by sight the number of forms on the shelf when it is time to reorder supplies. (1)
  • Estimate delivery times for clients requesting rush services and estimate the cost of the delivery. (2)
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Job Task Planning and Organizing
  • For the most part, customer service, information and related clerks react to the needs of customers as inquiries are received. There may be short term planning to make sure regular tasks are completed, such as having adjustment lists ready for the weekly mailbag to head office. Some planning also takes place to ensure that supplies of forms and brochures are always on hand. (1)
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Decision Making
  • Decide whether to give priority attention to the customer at the desk or on the phone. (1)
  • Decide when to offer a refund or a discount to a customer. (1)
  • Decide whether to accept a returned product when the receipt is not available. (2)
  • Decide whether merchandise returned is indeed defective or simply not to the taste of the customer. This may determine whether they return the merchandise to the department to be put back on the shelves or send it to the warehouse for return to the manufacturer. (2)
  • Decide on the most appropriate mode of shipment when shipping a package. (2)
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Problem Solving
  • A package has been lost. Trace the package following a predetermined set of steps. (1)
  • A customer does not understand the billing information. Examine sales slips showing information on multiple purchases and different types of discounts in order to clarify the bill. (2)
  • A consumer is missing points from their "frequent buyer" account. Track the missing points by conducting an audit of purchase sources and point submission procedures. (2)
  • A customer is dissatisfied and requires an explanation of service contract provisions. Explaining the contract provisions may be difficult if the contract provisions seem vague or if the problem encountered with the service or product is rare. (3)
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Finding Information
  • Search files to find waybills when a package must be traced. (1)
  • Contact sales personnel or other departments to get information on specific transactions. (1)
  • Deal directly with clients to obtain information, such as the causes of fluctuations in energy consumption. (2)
  • Refer to catalogues and calendars to find information about products or services. (2)
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