A customer service administrator answers customer enquiries about the goods or services an organisation provides and handles any complaints.
You could be:
dealing with customers face to face at a reception desk, or by phone or email from a contact centre
answering enquiries or complaints about services such as public transport, tourist attractions, accommodation or finance
taking bookings or payment by credit card or cash for events, travel, goods or services
describing products in detail – for example, financial packages, household appliances or gas and electric supply
finding relevant information on the computer
arranging to post out information or goods to customers
passing enquiries on to a specialist who can take things further
keeping accurate records of all enquiries
helping to train new staff.
The figures below are only a guide. Actual pay rates may vary, depending on:
where you work
the size of company or organisation you work for
the demand for the job.
Starting salaries are generally in the range £14,000 to £16,000 a year, rising to around £22,000 or more with experience. Some companies offer basic salary plus commission or bonuses for meeting targets.
You would work in an office or customer service desk.
You may spend a lot of time on the telephone using a headset, and a computer.
You might have to deal with a constant queue of customers or phone calls.
You might work shifts, if your organisation operates up to 24 hours a day, 7 days a week.
You might get little time between calls to do the data entry.
able to do several things at once – for example, talk to the customer, find information on the computer and input data
able to stay calm under pressure and to work to meet targets
able to deal with complaints and difficult situations
knowledgeable about computer software packages
of smart appearance, especially if you are dealing with customers face to face.
Training is normally on the job through the employer's training scheme.
There are Scottish Vocational Qualifications (SVQs) available in: Contact Centre Operations at SCQF Levels 5 and 6; Business and Administration at SCQF Levels 4 to 6; and Customer Service at SCQF Levels 4 to 8.
The customer service sector has been growing in size in recent years.
After suitable experience, you may be able to become a supervisor or a manager, particularly in larger organisations.
Customer service skills are important in a wide range of organisations, and so it is possible to transfer to other industries or sectors.