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Customer Service, Information and Related Clerks  (NOC 1453)
Toronto Region
Description |  Titles |  Duties |   Related Occupations

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.

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The following is a summary of main duties for some occupations in this unit group:
  • 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.
Included Cities in Region | Service Canada Offices

Toronto, Brampton, Mississauga, Oshawa, Vaughan, Ajax, Aurora, Beaverton, Bowmanville, Caledon, Cannington, East Gwillimbury, Halton Hills, King City, Markham, Milton, Newmarket, Oakville, Pickering, Port Perry, Richmond Hill, Whitby, Whitchurch-Stouffville, Acton, Algonquin Island, Bolton, Briars Park, Brooklin, Caledon East, Centre Island, Delrex, Dorset Park, Franklin Beach, Gaud Corners, Georgetown, Glen Williams, Jacksons Point, Marywood Meadows, Mono Road, Mossington Park, Newcastle, Nobleton, Norval, Orono, Port Darlington, Stouffville, Sutton, Toronto Islands, Uxbridge, Ward's Island, Wildwood, Wilmot Creek

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View a list of Service Canada offices in this area.

Outlook & Prospects for Customer Service, Information and Related Clerks in Toronto Region

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.

Local Employment Potential Information

Table on the employment potential for Customer Service, Information and Related Clerks in Toronto Region as well as in the rest of the Ontario.
Location Employment Potential Release Date
Toronto Region Good 2012-03-20

The employment prospects for customer service, information and related clerks in the Toronto economic region are expected to be good for 2012-2013. According to the 2006 census, there were almost 44,000 workers in the labour force in this region, an increase of almost 15% from the previous census. Toronto is a centre for many of the key industry sectors employing these workers, including financial services, business support services, telecommunications and retail trade. This increases the likelihood of employment in this region. The multicultural and diverse population in the Toronto region is an asset for companies as they are able to offer customer service in many languages.

In Ontario, the outlook for customer service, information and related clerks is expected to be fair for 2012-2013. According to the 2006 Census, there were about 89,000 of these clerks in the labour force in Ontario, an increase of about 30% from the previous census. While there has been some growth in opportunities in the retail trade sector, the last several years has seen employment decline in the administrative and support sector. Job losses have occurred as several call centre companies have relocated to lower cost regions or countries.

Technological advancements such as automation will limit employment growth long term and alter the job functions in this occupation. Some clerical functions are being consolidated with similar administrative roles. Applicants with good communication, conflict resolution skills, bilingualism and/or multilingualism will have the best prospects. This is an entry level occupation with minimal training requirements. As a result, job openings are expected to arise from high turnover, as workers pursue other employment opportunities. Retirements will not generate a significant number of job openings.

[ Source: Labour Market Information - HRSDC ]
Please consult the Ontario and Canada tabs for more useful information related to outlook.