Explore Careers - Job Market Report
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, call centres, insurance, telephone and utility companies and other establishments throughout the private and public sectors.
accounts information clerk, bus information clerk, call centre agent – customer service, complaints clerk – customer service, counter enquiries clerk, courtesy desk clerk, customer service clerk, customer service representative – call centre, enquiries clerk, hospital information clerk, information clerk – customer service, lost-and-found clerk, order desk agent, public relations clerk, tourist information clerk.
- Customer service clerks 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.
- Call centre agents take customer orders for goods or services; promote goods or services; respond to enquiries and emergencies; investigate complaints and update accounts.
- Customer service clerks 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.
- Information clerks provide information to customers and the public concerning goods, services, schedules, rates, regulations and policies in response to telephone and in-person enquiries.
Outlook & Prospects for Customer Service, Information and Related Clerks in Yukon Territory
The future forecast and current conditions for an occupation can vary based on location or due to changes in the economy, technology, or demand for a product or service.
National Outlook ¿ 10-Year Projection (2011-2020)
This section provides labour demand and labour supply projections for this occupation over the 2011-2020 period.
Note: The tables, graphs and middle paragraph shown under this section display updated 2011-2020 projection results. The remaining narrative text (2009-2018 projections) will be updated shortly. We apologize for the inconvenience.
The data in the following table are derived from HRSDC¿s Canadian Occupational Projection System (COPS). COPS uses a variety of models to produce a detailed 10-year labour market projection per broad skill level and per occupation at the national level, which focuses on the trends of labour supply and labour demand over the next ten years.
This occupation (Customer Service, Information and Related Clerks) is part of a larger occupational group called Library, Correspondence and Related Information Clerks (NOC 145).
|Occupations in this group||
Library Clerks (1451)
Correspondence, Publication and Related Clerks (1452)
Customer Service, Information and Related Clerks (1453)
Survey Interviewers and Statistical Clerks (1454)
|Employment (non-student) in 2010||186,547|
|Median Age of workers in 2010||36|
|Average Retirement Age in 2010||63|
Occupation Projection for Canada
Over the 2008-2010 period, employment fell in this occupation and the unemployment rate rose. The unemployment rate is higher than the average rate and is the highest among business, finance and administration occupations. The hourly wage, which is lower than for other occupations, increased slightly more quickly than the average for all occupations. According to key labour market indicators, the number of job seekers was greater than the number of job openings.
Over the 2011-2020 period, an occupation will be in excess demand (a shortage of workers) if the projected number of job openings is significantly greater than the projected number of job seekers. An occupation will be in excess supply (a surplus of workers) if the projected number of job openings is smaller than the projected number of job seekers. For Library, Correspondence And Related Information Clerks, over the 2011-2020 period, job openings (arising from expansion demand and replacement demand) are expected to total 58,479 and 72,550 job seekers (arising from school leavers, immigration and mobility) are expected to be available to fill the job openings.
Based on projections and considering the recent surplus of workers in this occupation, the surplus of workers is expected to continue over the 2011-2020 period. In other words, there will be more job seekers than job openings. Approximately 65% of job openings will result from replacement needs due to retirement and 20% from expansion demand. However, the retirement rate will be slightly lower than the average for all occupations, mostly because workers in this occupation retire a little later than the average for all occupations, and are, on average, younger than workers in other occupations. Expansion demand will be slightly lower than average job growth in the economy. Although the number of jobs created over the 2011-2020 period is expected to be significant, it will be much lower than the number of jobs created over the previous decade (2001-2010), when hiring by call centres jumped spectacularly. Growth in this sector will slow significantly in the coming years as many call centres set up in countries such as India with low labour costs. With regard to labour supply, the majority of job seekers will come directly from the school system. However, new immigrants will account for approximately 20% of job seekers. Given the pronounced slowdown in employment growth and the significant number of job seekers, many workers will leave this occupation for other occupations over the coming years, which will result in additional replacement needs.
This Chart contains data for Projection of Job Openings vs. Job Seekers for Canada. Information is available in the following tables.
|Other Replacement Demand||4,471||8%|
|Projected Job Openings||58,479||100%|
|Projected Job Seekers||72,550||100%|
In which industry or sector do people in this occupation find jobs in Canada?
This table shows the industry and sectors employing the highest number of people in this occupation.
|Industry / Sector||%|
|Administrative and support, waste management and remediation services||22.50|
|Information and cultural industries||12.60|
What percentage of people in this occupation are members of a union?
This occupation (Customer Service, Information and Related Clerks) is part of a larger group called Library, Correspondence and Related Information Clerks (NOC 145). According to the Labour Force Survey (2012), the unionization rate for this group was 27%, while the unionization rate for all occupations was 32%.
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