64409 Other customer and information services representatives

What this occupation covers

Other customer and information services representatives answer enquiries, provide information regarding an establishment's goods, services and policies and provide customer services such as receiving payments and processing requests for services. They are employed by retail establishments, contact centres, insurance, telecommunications and utility companies and other establishments throughout the public and private sectors.

Official main duties

The NOC profile lists 14 main duties for this code.

• Answer, in person or on the phone, enquiries from customers
• Investigate complaints regarding the establishment's goods, services and policies
• Arrange for refunds, exchange and credit for returned merchandise
• Receive account payments
• Receive credit and employment applications.
• Take customer orders for goods or services
• Promote goods or services
• Respond to enquiries and emergencies
• Investigate complaints and update accounts.
• 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.
• Provide information to customers and the public concerning goods, services, schedules, rates, regulations and policies in response to telephone and in-person enquiries.

Do not copy these lines into your reference letter. The letter has to describe what you actually did, in your employer’s words. DUTYPROOF flags wording lifted from the NOC as something to review, and an officer reading a letter that mirrors the NOC reads it the same way.

What DUTYPROOF screens for

This is DUTYPROOF’s screening threshold, not IRCC’s decision. For this NOC, screening requires at least 3 of its 14 official duties to be evidenced in your own words, plus the required letter elements. IRCC asks that you performed the actions in the occupation’s lead statement and a substantial number of its main duties — so treat the duty coverage as the number that matters, not the badge.

Codes this one is confused with

The NOC profile names these itself. Choosing the wrong code of a look-alike pair is the most common way genuine work experience fails to establish eligibility.

• 64312 Airline ticket and service agents
• 62023 Customer and information services supervisors
• 64400 Customer services representatives - financial institutions
• 14101 Receptionists
• 64100 Retail salespersons and visual merchandisers
• 64313 Ground and water transport ticket agents, cargo service representatives and related clerks

Excluded from this code

• Airline ticket and service agents (See 64312 Airline ticket and service agents)
• Customer and information services supervisors (See 62023 Customer and information services supervisors)
• Customer services representatives - financial institutions (See 64400 Customer services representatives - financial institutions)
• Receptionists (See 14101 Receptionists)
• Retail salespersons and visual merchandisers (See 64100 Retail salespersons and visual merchandisers)
• Ticket and information clerk (except airline) (See 64313 Ground and water transport ticket agents, cargo service representatives and related clerks)

Job titles filed under this code

A title on this list does not by itself put your experience in this code — the duties in your letter decide that.

accounts information clerk · adjustment clerk · automobile dealerships service representative · automotive repair technical advisor · bill complaints investigator · bus information clerk · bus schedule information clerk · bus service information clerk · business office service representative - telecommunications · call centre agent - customer service · client service clerk · compensation agent · complaints adjuster · complaints clerk - customer service · complaints clerk - telephone system · complaints specialist - customer service · contact centre agent - customer service · counter enquiries clerk · courtesy desk clerk · customer information service clerk - insurance · customer information service representative - retail · customer relations clerk · customer satisfaction representative · customer service adviser

Employment requirements

• Completion of secondary school is usually required.
• Completion of some college or other post-secondary programs may be required.
• Clerical or sales experience may be required.