Most commonly reported Work Activities

•   Selling or Influencing Others Convincing others to buy merchandise/goods or to otherwise change their minds or actions.
•   Interacting With Computers Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
•   Communicating with Persons Outside Organisation Communicating with people outside the organisation, representing the organisation to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
•   Getting Information Observing, receiving, and otherwise obtaining information from all relevant sources.
•   Establishing and Maintaining Interpersonal Relationships Developing constructive and cooperative working relationships with others, and maintaining them over time.
•   Documenting/Recording Information Entering, recording, storing, or maintaining information in written or electronic/magnetic form.
•   Communicating with Supervisors, Peers, or Subordinates Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
•   Processing Information Compiling, coding, categorising, calculating, tabulating, auditing, or verifying information or data.
•   Identifying Objects, Actions, and Events Identifying information by categorising, estimating, recognising differences or similarities, and detecting changes in circumstances or events.
•   Resolving Conflicts and Negotiating with Others Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Most commonly reported Work Tasks

• Deliver prepared sales talks, reading from scripts that describe products or services, to persuade potential customers to purchase a product or service or to make a donation.
• Contact businesses or private individuals by telephone to solicit sales for goods or services, or to request donations for charitable causes.
• Explain products or services and prices, and answer questions from customers.
• Obtain customer information such as name, address, and payment method, and enter orders into computers.
• Record names, addresses, purchases, and reactions of prospects contacted.
• Adjust sales scripts to better target the needs and interests of specific individuals.
• Obtain names and telephone numbers of potential customers from sources such as telephone directories, magasine reply cards, and lists purchased from other organisations.
• Answer telephone calls from potential customers who have been solicited through advertisements.
• Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.
• Maintain records of contacts, accounts, and orders.

This occupation is typically suited for people with the following Career Interests:

 Enterprising

Enterprising people like situations that involve using resources for personal or corporate economic gain. Such people may have an opportunistic frame of mind, and are drawn to commerce, trade and making deals. Some pursue sales and marketing occupations. Many will eventually end up owning their own business, or in management roles in larger organisations. They tend to be very goal-oriented and work best when focused on a target. Some have an entrepreneurial inclination.

 Administrative

Administrative people are interested in work that offers security and a sense of being part of a larger process. They may be at their most productive under supervisors who give clear guidelines and while performing routine tasks in a methodical and reliable way.

They tend to enjoy clerical and most forms of office work, where they perform essential administrative duties. They often form the backbone of large and small organisations alike. They may enjoy being in charge of office filing systems, and using computers and other office equipment to keep things running smoothly. They usually like routine work hours and prefer comfortable indoor workplaces.

 Realist

Realists are usually interested in 'things' - such as buildings, mechanics, equipment, tools, electronics etc. Their primary focus is dealing with these - as in building, fixing, operating or designing them. Involvement in these areas leads to high manual skills, or a fine aptitude for practical design - as found in the various forms of engineering.

Realists like to find practical solutions to problems using tools, technology and skilled work. Realists usually prefer to be active in their work environment, often do most of their work alone, and enjoy taking decisive action with a minimum amount of discussion and paperwork.

Customer Service roles can be accessed through various routes. Some candidates join right after finishing their education, depending on their existing qualifications and abilities. Learning and skill building pathways can enhance your opportunities to advance further in this field.

Sample Education and Training Pathways
A number of courses are available throughout the country that focus on learning and skills that may be useful for this career. The examples and links below may guide you in your research. 

Further Education (FET)
Further Education & Training (FET) Courses are delivered by local ETBs, ranging in duration from several weeks up to 20 months. Courses are designed to meet the labour market needs and often include a large element of work experience.

Example search terms include: business administration, customer service, office administration.

Search for FET Courses

PLC Courses (FET)
PLC courses are full-time courses, one or two years duration, with awards at Level 5 and 6 on the NFQ. They are offered nationally in Schools and Colleges of Further Education.

Example search terms include: business administration, sales, marketing, customer service.

Search for PLC Courses

Apprenticeships: 
Apprenticeships are structured work-based training programs that combine on-the-job training with classroom instruction. They run from 2 – 4 years and are open to individuals of all ages, including school leavers, those seeking a career change, and existing employees who wish to upskill.

Examples: Finance, Sales, insurance, Recruitment Apprenticeships.

Search for Apprenticeships

Higher Education CAO (Undergraduate) 
Higher Education courses at Levels 6 to 8 on the NFQ, delivered in Universities and Technological Universities & Institutes. Courses run from 2 – 5 years and places are allocated on a points-based system, processed by the Central Application Office.

Example search terms include: business, commerce, accounts, finance.

Search for CAO Courses

Higher Education (Postgraduate)
Postgraduate courses are courses at Levels 9 and 10 on the NFQ and usually last 1 – 2 years full time, or longer if a PhD or part time. Entrants typically require an undergraduate award (Level 8).

Example search terms include: sales, business, accounts, management, financial advice.

Search for Postgraduate Courses

Professional Development 

Professional development (CPD) courses are specialised training, formal education, or advanced professional learning that improves skills, professional knowledge, competency, and overall effectiveness in the professional world.

Check the Useful Contacts tab on this page to see if there are any professional bodies listed who may provide training related to this career.

Salary Range (thousands per year)* €28k - €46k

Salaries vary by employer, role, duties, location, and experience. Languages may also impact on earning levels. 

Data Source(s):
Sigmar / Brightwater / CPL / Payscale.com / Lincoln

Last Updated: February, 2024

Note: The following information relates to occupations that include: Call and contact centre occupations; Telephonists; Communication operators; Market research interviewers; Customer service occupations n.e.c. Customer service managers; and supervisors.

This information has been derived from the Solas National Skills Bulletin (2023).

Employment growth was slightly above the national average for this occupation although employment levels have changed very little since 2019. At 28%, the share of non-Irish citizens employed was above average. Employment permits issued in 2022 related primarily to the ICT sector, with language skills a requirement for some. The number of online job postings for customer service occupations fell by nearly 5% in 2022. Despite this, there was a high level of recent job hires for this occupation pointing to significant job churn. 

Data from employers (Skills for Growth and Spotlight on Skills) and the Recruitment Agency Survey shows that, outside of the ICT sector, some customer service occupations remain difficult to fill; demand was evident in the retail and financial sectors, and for skills such as digital, relationship management, and customer service Demand for customer service occupations has likely been dampened somewhat by the ICT sector restructuring; nonetheless, job opportunities will arise for those with strong people & customer service skills,especially outside the ICT sector. 

• Marketing Institute of Ireland (MII)

  • Marketing House, South County Business Park, Leopardstown, Dublin 18
  • (01) 295 2355
  • [email protected]
  • Click Here

• Customer Contact Management Association

  • CCMA Ireland Ltd., P.O. Box 1016, An Post Mail Centre, Blessington Road, Naas, Co. Kildare.
  • 087-2256055
  • [email protected]
  • Click Here