ALERT The future growth information does not take account of the impact of COVID-19. If you are affected by COVID-19 there is a range of support available.

Customer Service Managers

ANZSCO ID 149212

Overview

All Call, Contact Centre & Customer Service Managers

  • $1,756 Weekly Pay
  • Decline Future Growth

Customer Service Managers

  • 34,300 workers Employment Size
  • High skill Skill level rating
  • 90% Full-Time Full-Time Share
  • 44 hours Average full-time
  • 41 years Average age
  • 44% female Gender Share

Customer Service Managers plan, administer and review customer services and after-sales services, and maintain sound customer relations.

You usually need customer service experience to work as a Customer Service Manager. Formal qualifications might be useful but aren't essential. Vocational Education and Training (VET) and university are both common study pathways.

Tasks
  • Plans and implements after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify or improve services provided.
  • Liaises with other organisational units, service agents and customers to identify and respond to customer expectations.
  • May work in a call centre.

Prospects

Pathways

You usually need customer service experience to work as a Customer Service Manager. Formal qualifications might be useful but aren't essential. Vocational Education and Training (VET) and university are both common study pathways.

Before starting a course, check it will provide you with the skills and qualifications you need. Visit

  • Course Seeker to search and compare higher education courses.
  • ComparED to compare undergraduate and postgraduate student experiences and outcomes.
  • My Skills to compare Vocational Education and Training (VET) courses, providers and student outcomes.
  • AAPathways website to explore Retail Services VET training pathways.

Skills & Knowledge

Employers look for Call, Contact Centre & Customer Service Managers who provide good customer service, can communicate clearly and have strong people skills.

Filter Skills & Knowledge

Knowledge

These are important topics, subjects or knowledge areas.

  1. Customer and personal service

    75% Skill level

    Understanding customer needs, providing good quality service, and measuring customer satisfaction.

  2. Computers and electronics

    57% Skill level

    Circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

  3. Clerical

    57% Skill level

    Word processing, managing files and records, stenography and transcription, designing forms, and other office work.

  4. English language

    53% Skill level

    English language including the meaning and spelling of words, rules of composition, and grammar.

  5. Mathematics

    42% Skill level

    Arithmetic, algebra, geometry, calculus, or statistics.

  6. Communications and media

    38% Skill level

    Media production, communication, and dissemination. Includes written, spoken, and visual media.

  7. Economics and accounting

    34% Skill level

    Economics and accounting, the financial markets, banking and checking and reporting of financial data.

  8. Sales and marketing

    31% Skill level

    Showing, promoting, and selling including marketing strategy, product demonstration, sales techniques, and sales control systems.

  9. Administration and management

    29% Skill level

    Business principles involved in strategic planning, leadership, and coordinating people and resources.

  10. Telecommunications

    26% Skill level

    Transmission, broadcasting, switching, control, and operation of telecommunications systems.

  11. Education and training

    23% Skill level

    Curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.

  12. Geography

    20% Skill level

    Describing land, sea, and air, including their physical characteristics, locations, how they work together, and the location of plant, animal, and human life.

  13. Foreign language

    18% Skill level

    Foreign (non-English) language including the meaning and spelling of words, rules of composition and grammar, and pronunciation.

  14. Production and processing

    15% Skill level

    Raw materials, production processes, quality control, costs, and ways of making and distributing goods.

  15. Law and government

    15% Skill level

    How our laws and courts work. Government rules and regulations, and the political system.

  16. Sociology and anthropology

    13% Skill level

    Group behaviour and dynamics, societal trends and influences, human migrations, ethnicity, cultures and their history and origins.

  17. Personnel and human resources

    13% Skill level

    Recruiting and training people, managing pay and other entitlements (like sick leave), and negotiating pay and conditions.

  18. Transportation

    13% Skill level

    Moving people or goods by air, rail, sea, or road.

  19. Public safety and security

    11% Skill level

    Use of equipment, rules and ideas to protect people, data, property, and institutions.

  20. Psychology

    11% Skill level

    Human behaviour; differences in ability, personality, and interests; learning and motivation; research methods; assessing and treating disorders.

Skills

Skills can be improved through training or experience.

  1. Active listening

    54% Skill level

    Listening to others, not interrupting, and asking good questions.

  2. Speaking

    54% Skill level

    Talking to others.

  3. Serving others

    50% Skill level

    Looking for ways to help people.

  4. Reading comprehension

    48% Skill level

    Reading work related information.

  5. Critical thinking

    46% Skill level

    Thinking about the pros and cons of different ways to solve a problem.

  6. Complex problem solving

    43% Skill level

    Noticing a problem and figuring out the best way to solve it.

  7. Coordination with others

    43% Skill level

    Being adaptable and coordinating work with other people.

  8. Monitoring

    43% Skill level

    Keeping track of how well work is progressing so you can make changes or improvements.

  9. Persuasion

    43% Skill level

    Talking people into changing their minds or their behaviour.

  10. Social perceptiveness

    43% Skill level

    Understanding why people react the way they do.

  11. Writing

    43% Skill level

    Writing things for co-workers or customers.

  12. Active learning

    41% Skill level

    Being able to use what you have learnt to solve problems now and again in the future.

  13. Judgment and decision making

    41% Skill level

    Figuring out the pros and cons of different options and choosing the best one.

  14. Negotiation

    41% Skill level

    Bringing people together and trying to sort out their differences.

  15. Learning strategies

    41% Skill level

    Figuring out the best way to teach or learn something new.

  16. Time management

    39% Skill level

    Managing your own and other peoples' time to get work done.

  17. Instructing

    39% Skill level

    Teaching people how to do something.

  18. Systems analysis

    30% Skill level

    Figuring out how a system should work and how changes in conditions, operations, and the environment will affect it.

  19. Management of personnel resources

    29% Skill level

    Motivating, developing, and directing people as they work, and choosing the best people for the job.

  20. Systems evaluation

    29% Skill level

    Measuring how well a system is working and how to improve it.

Abilities

Workers use these physical and mental abilities.

  1. Oral comprehension

    54% Skill level

    Listen to and understand what people say.

  2. Oral expression

    54% Skill level

    Communicate by speaking.

  3. Written comprehension

    48% Skill level

    Read and understand written information.

  4. Speech clarity

    46% Skill level

    Speak clearly so others can understand you.

  5. Speech recognition

    46% Skill level

    Identify and understand the speech of another person.

  6. Near vision

    46% Skill level

    See details that are up-close (within a few feet).

  7. Written expression

    46% Skill level

    Write in a way that people can understand.

  8. Problem spotting

    45% Skill level

    Notice when something is wrong or is likely to go wrong, even if you can't solve the problem.

  9. Deductive reasoning

    43% Skill level

    Use general rules to find answers or solve problems logically.

  10. Categorising

    43% Skill level

    Come up with different ways of grouping things.

  11. Inductive reasoning

    43% Skill level

    Use lots of detailed information to come up with answers or make general rules.

  12. Sorting or ordering

    43% Skill level

    Order or arrange things in a pattern or sequence (e.g., numbers, letters, words, pictures, mathematical operations).

  13. Brainstorming

    39% Skill level

    Come up with a number of ideas about a topic, even if the ideas aren't very good.

  14. Flexibility of closure

    39% Skill level

    See a pattern (a figure, object, word, or sound) hidden in other distracting material.

  15. Originality

    39% Skill level

    Come up with unusual or clever ideas, or creative ways to solve a problem.

  16. Selective attention

    37% Skill level

    Pay attention to something without being distracted.

  17. Far vision

    34% Skill level

    See details that are far away.

  18. Finger dexterity

    32% Skill level

    Put together small parts with your fingers.

  19. Mathematics

    30% Skill level

    Choose the right maths method or formula to solve a problem.

  20. Memorization

    30% Skill level

    Remember things like words, numbers, pictures, and procedures.

Activities

These are kinds of activities workers regularly do in this job.

  1. Building good relationships

    73% Skill level

    Building good working relationships and keeping them over time.

  2. Keeping your knowledge up-to-date

    67% Skill level

    Keeping up-to-date with technology and new ideas.

  3. Planning and prioritising work

    67% Skill level

    Deciding on goals and putting together a detailed plan to get the work done.

  4. Making decisions and solving problems

    63% Skill level

    Using information to work out the best solution and solve problems.

  5. Collecting and organising information

    62% Skill level

    Compiling, coding, categorizing, calculating, tabulating, auditing, or checking information or data.

  6. Communicating within a team

    59% Skill level

    Giving information to co-workers by telephone, in writing, or in person.

  7. Negotiating and resolving conflicts

    57% Skill level

    Handling complaints and disagreements, and negotiating with people.

  8. Researching and investigating

    55% Skill level

    Looking for, getting and understanding different kinds of information.

  9. Looking for changes over time

    52% Skill level

    Comparing objects, actions, or events. Looking for differences between them or changes over time.

  10. Communicating with the public

    51% Skill level

    Giving information to the public, business or government by telephone, in writing, or in person.

  11. Thinking creatively

    51% Skill level

    Using your own ideas for developing, designing, or creating something new.

  12. Working with computers

    50% Skill level

    Using computers to program, write software, set up functions, enter data, or process information.

  13. Explaining things to people

    48% Skill level

    Helping people to understand and use information.

  14. Working with the public

    48% Skill level

    Greeting or serving customers, clients or guests, and public speaking or performing.

  15. Coaching and developing others

    48% Skill level

    Working out the needs of others and coaching, mentoring, or helping them to improve.

  16. Making sense of information and ideas

    47% Skill level

    Looking at, working with, and understanding data or information.

  17. Assessing and evaluating things

    47% Skill level

    Working out the value, importance, or quality of things, services or people.

  18. Monitoring people, processes and things

    45% Skill level

    Checking objects, actions, or events, and keeping an eye out for problems.

  19. Providing office support

    43% Skill level

    Doing day-to-day office work such as filing and processing paperwork.

  20. Documenting or recording information

    42% Skill level

    Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.

Occupational Information Network
O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration.
The skills and importance ratings on this page are derived from the US Department of Labor O*NET Database Version 21.2, 43-4051.00 - Customer Service Representatives.

Work Environment

Learn about the daily activities, and physical and social demands faced by workers. Explore the values and work styles that workers rate as most important.

Filter Work Environment

Demands

The physical and social demands workers face most often are shown below.

  1. Telephone

    100% Important

    Talk on the telephone.

  2. Contact with people

    97% Important

    Have contact with people by telephone, face-to-face, or any other way.

  3. Electronic mail

    90% Important

    Use electronic mail.

  4. Face-to-face discussions

    89% Important

    Talk with people face-to-face.

  5. Being exact or accurate

    88% Important

    Be very exact or highly accurate.

  6. Indoors, heat controlled

    87% Important

    Work indoors with access to heating or cooling.

  7. Repeating same tasks

    86% Important

    Repeat the same tasks or activities (e.g., key entry) over and over, without stopping.

  8. Spend time sitting

    86% Important

    Spend time sitting at work.

  9. Time pressure

    83% Important

    Work to strict deadlines.

  10. Letters and memos

    82% Important

    Write letters and memos.

  11. Unstructured work

    81% Important

    Have freedom to decide on tasks, priorities, and goals.

  12. Contact with the public

    81% Important

    Work with customers or the public.

  13. Frequent decision making

    79% Important

    Frequently make decisions that impact other people.

  14. Teamwork

    75% Important

    Work with people in a group or team.

  15. Impact of decisions

    69% Important

    Make decisions that have a large impact on other people.

  16. Freedom to make decisions

    68% Important

    Have freedom to make decision on your own.

  17. Making repetitive motions

    68% Important

    Spend time making repetitive motions.

  18. Angry or unpleasant people

    67% Important

    Deal with unpleasant, angry, or rude people.

  19. Physically close to people

    66% Important

    Work physically close to other people.

  20. Competition

    58% Important

    Compete with others, or be aware of competitive pressures.

Values

Work values are important to a person’s feeling of satisfaction. All six values are shown below.

  1. Relationships

    86% Important

    Serve and work with others. Workers usually get along well with each other, do things to help other people, and are rarely pressured to do things that go against their sense of right and wrong.

  2. Support

    62% Important

    Supportive management that stands behind employees. Workers are treated fairly by their company, they are supported by management, and have supervisors who train them well.

  3. Independence

    52% Important

    Work alone and make decisions. Workers are able to try out their own ideas, make decisions on their own, and work with little or no supervision.

  4. Achievement

    43% Important

    Results oriented. Workers are able to use their strongest abilities, giving them a feeling of accomplishment.

  5. Recognition

    43% Important

    Advancement and the potential to lead. Workers are recognised for the work that they do, they may give directions and instructions to others, and they are looked up to in their company and their community.

  6. Working conditions

    40% Important

    Job security and good working conditions. There is usually a steady flow of interesting work, and the pay and conditions are generally good.

Interests

Interests are the style or type of work we prefer to do. All interest areas are shown below.

  1. Enterprising

    90% Important

    Starting up and carrying out projects. Leading people and making many decisions. Sometimes require risk taking and often deal with business.

  2. Administrative

    62% Important

    Following set procedures and routines. Working with numbers and details more than with ideas, usually following rules.

  3. Helping

    62% Important

    Working with people. Helping or providing service to others.

  4. Practical

    24% Important

    Practical, hands-on work. Often with plants and animals, or materials like wood, tools, and machinery.

  5. Analytical

    19% Important

    Ideas and thinking. Searching for facts and figuring out problems in your head.

  6. Creative

    14% Important

    Working with forms, designs and patterns. Often need self-expression and can be done without following rules.

Occupational Information Network
O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration.
The skills and importance ratings on this page are derived from the US Department of Labor O*NET Database Version 21.2, 43-4051.00 - Customer Service Representatives.

All Call, Contact Centre & Customer Service Managers

  • $1,756 Weekly Pay
  • Decline Future Growth

Customer Service Managers

  • 34,300 workers Employment Size
  • High skill Skill level rating
  • 90% Full-Time Full-Time Share
  • 44 hours Average full-time
  • 41 years Average age
  • 44% female Gender Share

Customer Service Managers plan, administer and review customer services and after-sales services, and maintain sound customer relations.

You usually need customer service experience to work as a Customer Service Manager. Formal qualifications might be useful but aren't essential. Vocational Education and Training (VET) and university are both common study pathways.

Tasks
  • Plans and implements after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify or improve services provided.
  • Liaises with other organisational units, service agents and customers to identify and respond to customer expectations.
  • May work in a call centre.

You usually need customer service experience to work as a Customer Service Manager. Formal qualifications might be useful but aren't essential. Vocational Education and Training (VET) and university are both common study pathways.

Before starting a course, check it will provide you with the skills and qualifications you need. Visit

  • Course Seeker to search and compare higher education courses.
  • ComparED to compare undergraduate and postgraduate student experiences and outcomes.
  • My Skills to compare Vocational Education and Training (VET) courses, providers and student outcomes.
  • AAPathways website to explore Retail Services VET training pathways.

Employers look for Call, Contact Centre & Customer Service Managers who provide good customer service, can communicate clearly and have strong people skills.

Filter Skills & Knowledge

Knowledge

These are important topics, subjects or knowledge areas.

  1. Customer and personal service

    75% Skill level

    Understanding customer needs, providing good quality service, and measuring customer satisfaction.

  2. Computers and electronics

    57% Skill level

    Circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

  3. Clerical

    57% Skill level

    Word processing, managing files and records, stenography and transcription, designing forms, and other office work.

  4. English language

    53% Skill level

    English language including the meaning and spelling of words, rules of composition, and grammar.

  5. Mathematics

    42% Skill level

    Arithmetic, algebra, geometry, calculus, or statistics.

  6. Communications and media

    38% Skill level

    Media production, communication, and dissemination. Includes written, spoken, and visual media.

  7. Economics and accounting

    34% Skill level

    Economics and accounting, the financial markets, banking and checking and reporting of financial data.

  8. Sales and marketing

    31% Skill level

    Showing, promoting, and selling including marketing strategy, product demonstration, sales techniques, and sales control systems.

  9. Administration and management

    29% Skill level

    Business principles involved in strategic planning, leadership, and coordinating people and resources.

  10. Telecommunications

    26% Skill level

    Transmission, broadcasting, switching, control, and operation of telecommunications systems.

  11. Education and training

    23% Skill level

    Curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.

  12. Geography

    20% Skill level

    Describing land, sea, and air, including their physical characteristics, locations, how they work together, and the location of plant, animal, and human life.

  13. Foreign language

    18% Skill level

    Foreign (non-English) language including the meaning and spelling of words, rules of composition and grammar, and pronunciation.

  14. Production and processing

    15% Skill level

    Raw materials, production processes, quality control, costs, and ways of making and distributing goods.

  15. Law and government

    15% Skill level

    How our laws and courts work. Government rules and regulations, and the political system.

  16. Sociology and anthropology

    13% Skill level

    Group behaviour and dynamics, societal trends and influences, human migrations, ethnicity, cultures and their history and origins.

  17. Personnel and human resources

    13% Skill level

    Recruiting and training people, managing pay and other entitlements (like sick leave), and negotiating pay and conditions.

  18. Transportation

    13% Skill level

    Moving people or goods by air, rail, sea, or road.

  19. Public safety and security

    11% Skill level

    Use of equipment, rules and ideas to protect people, data, property, and institutions.

  20. Psychology

    11% Skill level

    Human behaviour; differences in ability, personality, and interests; learning and motivation; research methods; assessing and treating disorders.

Skills

Skills can be improved through training or experience.

  1. Active listening

    54% Skill level

    Listening to others, not interrupting, and asking good questions.

  2. Speaking

    54% Skill level

    Talking to others.

  3. Serving others

    50% Skill level

    Looking for ways to help people.

  4. Reading comprehension

    48% Skill level

    Reading work related information.

  5. Critical thinking

    46% Skill level

    Thinking about the pros and cons of different ways to solve a problem.

  6. Complex problem solving

    43% Skill level

    Noticing a problem and figuring out the best way to solve it.

  7. Coordination with others

    43% Skill level

    Being adaptable and coordinating work with other people.

  8. Monitoring

    43% Skill level

    Keeping track of how well work is progressing so you can make changes or improvements.

  9. Persuasion

    43% Skill level

    Talking people into changing their minds or their behaviour.

  10. Social perceptiveness

    43% Skill level

    Understanding why people react the way they do.

  11. Writing

    43% Skill level

    Writing things for co-workers or customers.

  12. Active learning

    41% Skill level

    Being able to use what you have learnt to solve problems now and again in the future.

  13. Judgment and decision making

    41% Skill level

    Figuring out the pros and cons of different options and choosing the best one.

  14. Negotiation

    41% Skill level

    Bringing people together and trying to sort out their differences.

  15. Learning strategies

    41% Skill level

    Figuring out the best way to teach or learn something new.

  16. Time management

    39% Skill level

    Managing your own and other peoples' time to get work done.

  17. Instructing

    39% Skill level

    Teaching people how to do something.

  18. Systems analysis

    30% Skill level

    Figuring out how a system should work and how changes in conditions, operations, and the environment will affect it.

  19. Management of personnel resources

    29% Skill level

    Motivating, developing, and directing people as they work, and choosing the best people for the job.

  20. Systems evaluation

    29% Skill level

    Measuring how well a system is working and how to improve it.

Abilities

Workers use these physical and mental abilities.

  1. Oral comprehension

    54% Skill level

    Listen to and understand what people say.

  2. Oral expression

    54% Skill level

    Communicate by speaking.

  3. Written comprehension

    48% Skill level

    Read and understand written information.

  4. Speech clarity

    46% Skill level

    Speak clearly so others can understand you.

  5. Speech recognition

    46% Skill level

    Identify and understand the speech of another person.

  6. Near vision

    46% Skill level

    See details that are up-close (within a few feet).

  7. Written expression

    46% Skill level

    Write in a way that people can understand.

  8. Problem spotting

    45% Skill level

    Notice when something is wrong or is likely to go wrong, even if you can't solve the problem.

  9. Deductive reasoning

    43% Skill level

    Use general rules to find answers or solve problems logically.

  10. Categorising

    43% Skill level

    Come up with different ways of grouping things.

  11. Inductive reasoning

    43% Skill level

    Use lots of detailed information to come up with answers or make general rules.

  12. Sorting or ordering

    43% Skill level

    Order or arrange things in a pattern or sequence (e.g., numbers, letters, words, pictures, mathematical operations).

  13. Brainstorming

    39% Skill level

    Come up with a number of ideas about a topic, even if the ideas aren't very good.

  14. Flexibility of closure

    39% Skill level

    See a pattern (a figure, object, word, or sound) hidden in other distracting material.

  15. Originality

    39% Skill level

    Come up with unusual or clever ideas, or creative ways to solve a problem.

  16. Selective attention

    37% Skill level

    Pay attention to something without being distracted.

  17. Far vision

    34% Skill level

    See details that are far away.

  18. Finger dexterity

    32% Skill level

    Put together small parts with your fingers.

  19. Mathematics

    30% Skill level

    Choose the right maths method or formula to solve a problem.

  20. Memorization

    30% Skill level

    Remember things like words, numbers, pictures, and procedures.

Activities

These are kinds of activities workers regularly do in this job.

  1. Building good relationships

    73% Skill level

    Building good working relationships and keeping them over time.

  2. Keeping your knowledge up-to-date

    67% Skill level

    Keeping up-to-date with technology and new ideas.

  3. Planning and prioritising work

    67% Skill level

    Deciding on goals and putting together a detailed plan to get the work done.

  4. Making decisions and solving problems

    63% Skill level

    Using information to work out the best solution and solve problems.

  5. Collecting and organising information

    62% Skill level

    Compiling, coding, categorizing, calculating, tabulating, auditing, or checking information or data.

  6. Communicating within a team

    59% Skill level

    Giving information to co-workers by telephone, in writing, or in person.

  7. Negotiating and resolving conflicts

    57% Skill level

    Handling complaints and disagreements, and negotiating with people.

  8. Researching and investigating

    55% Skill level

    Looking for, getting and understanding different kinds of information.

  9. Looking for changes over time

    52% Skill level

    Comparing objects, actions, or events. Looking for differences between them or changes over time.

  10. Communicating with the public

    51% Skill level

    Giving information to the public, business or government by telephone, in writing, or in person.

  11. Thinking creatively

    51% Skill level

    Using your own ideas for developing, designing, or creating something new.

  12. Working with computers

    50% Skill level

    Using computers to program, write software, set up functions, enter data, or process information.

  13. Explaining things to people

    48% Skill level

    Helping people to understand and use information.

  14. Working with the public

    48% Skill level

    Greeting or serving customers, clients or guests, and public speaking or performing.

  15. Coaching and developing others

    48% Skill level

    Working out the needs of others and coaching, mentoring, or helping them to improve.

  16. Making sense of information and ideas

    47% Skill level

    Looking at, working with, and understanding data or information.

  17. Assessing and evaluating things

    47% Skill level

    Working out the value, importance, or quality of things, services or people.

  18. Monitoring people, processes and things

    45% Skill level

    Checking objects, actions, or events, and keeping an eye out for problems.

  19. Providing office support

    43% Skill level

    Doing day-to-day office work such as filing and processing paperwork.

  20. Documenting or recording information

    42% Skill level

    Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.

Occupational Information Network
O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration.
The skills and importance ratings on this page are derived from the US Department of Labor O*NET Database Version 21.2, 43-4051.00 - Customer Service Representatives.

Learn about the daily activities, and physical and social demands faced by workers. Explore the values and work styles that workers rate as most important.

Filter Work Environment

Demands

The physical and social demands workers face most often are shown below.

  1. Telephone

    100% Important

    Talk on the telephone.

  2. Contact with people

    97% Important

    Have contact with people by telephone, face-to-face, or any other way.

  3. Electronic mail

    90% Important

    Use electronic mail.

  4. Face-to-face discussions

    89% Important

    Talk with people face-to-face.

  5. Being exact or accurate

    88% Important

    Be very exact or highly accurate.

  6. Indoors, heat controlled

    87% Important

    Work indoors with access to heating or cooling.

  7. Repeating same tasks

    86% Important

    Repeat the same tasks or activities (e.g., key entry) over and over, without stopping.

  8. Spend time sitting

    86% Important

    Spend time sitting at work.

  9. Time pressure

    83% Important

    Work to strict deadlines.

  10. Letters and memos

    82% Important

    Write letters and memos.

  11. Unstructured work

    81% Important

    Have freedom to decide on tasks, priorities, and goals.

  12. Contact with the public

    81% Important

    Work with customers or the public.

  13. Frequent decision making

    79% Important

    Frequently make decisions that impact other people.

  14. Teamwork

    75% Important

    Work with people in a group or team.

  15. Impact of decisions

    69% Important

    Make decisions that have a large impact on other people.

  16. Freedom to make decisions

    68% Important

    Have freedom to make decision on your own.

  17. Making repetitive motions

    68% Important

    Spend time making repetitive motions.

  18. Angry or unpleasant people

    67% Important

    Deal with unpleasant, angry, or rude people.

  19. Physically close to people

    66% Important

    Work physically close to other people.

  20. Competition

    58% Important

    Compete with others, or be aware of competitive pressures.

Values

Work values are important to a person’s feeling of satisfaction. All six values are shown below.

  1. Relationships

    86% Important

    Serve and work with others. Workers usually get along well with each other, do things to help other people, and are rarely pressured to do things that go against their sense of right and wrong.

  2. Support

    62% Important

    Supportive management that stands behind employees. Workers are treated fairly by their company, they are supported by management, and have supervisors who train them well.

  3. Independence

    52% Important

    Work alone and make decisions. Workers are able to try out their own ideas, make decisions on their own, and work with little or no supervision.

  4. Achievement

    43% Important

    Results oriented. Workers are able to use their strongest abilities, giving them a feeling of accomplishment.

  5. Recognition

    43% Important

    Advancement and the potential to lead. Workers are recognised for the work that they do, they may give directions and instructions to others, and they are looked up to in their company and their community.

  6. Working conditions

    40% Important

    Job security and good working conditions. There is usually a steady flow of interesting work, and the pay and conditions are generally good.

Interests

Interests are the style or type of work we prefer to do. All interest areas are shown below.

  1. Enterprising

    90% Important

    Starting up and carrying out projects. Leading people and making many decisions. Sometimes require risk taking and often deal with business.

  2. Administrative

    62% Important

    Following set procedures and routines. Working with numbers and details more than with ideas, usually following rules.

  3. Helping

    62% Important

    Working with people. Helping or providing service to others.

  4. Practical

    24% Important

    Practical, hands-on work. Often with plants and animals, or materials like wood, tools, and machinery.

  5. Analytical

    19% Important

    Ideas and thinking. Searching for facts and figuring out problems in your head.

  6. Creative

    14% Important

    Working with forms, designs and patterns. Often need self-expression and can be done without following rules.

Occupational Information Network
O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration.
The skills and importance ratings on this page are derived from the US Department of Labor O*NET Database Version 21.2, 43-4051.00 - Customer Service Representatives.
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