National Occupational Classification (NOC) 2016 Version 1.3
6 - Sales and service occupations
This category contains retail and wholesale sales occupations and customer and personal service occupations related to a wide range of industries, such as accommodation and food services, travel, tourism and cleaning services.
Sales and service occupations can be linked, for the most part, to formal post-secondary or occupation-specific training programs. Others are characterized by periods of formal on-the-job training. Apprenticeship training is available for some specialized service occupations. Progression from sales and service occupations to positions of increased responsibility, or supervision, usually requires occupational experience and may require completion of related training programs.
65 - Service representatives and other customer and personal services occupations
This major group comprises service occupations usually requiring secondary school and some combination of specific training courses or programs of up to two years in duration, on-the-job training, related knowledge or experience and, in some cases, relevant licences or certifications. It includes security guards and occupations in related security services, food and beverage service, travel and accommodation, tourism and amusement services, customer and information services and other personal services.
655 - Customer and information services representatives
This minor group includes customer services representatives in financial institutions and other customer and information services representatives. They are employed by banks, trust companies, credit unions and similar financial institutions; retail establishments, contact centres, insurance, telephone and utility companies and other establishments throughout the private and public sectors.
6551 - Customer services representatives - financial institutions
Customer services representatives in financial institutions process customers' financial transactions and provide information on related banking products and services. They are employed by banks, trust companies, credit unions and similar financial institutions.
Illustrative example(s)
- bank teller
- credit union teller
- financial customer service representative
- foreign exchange teller - financial services
Exclusion(s)
- Banking, insurance and other financial clerks (See 1434 Banking, insurance and other financial clerks)
- Financial sales representatives (See 6235 Financial sales representatives)
- Other customer and information services representatives (See 6552 Other customer and information services representatives)
- Supervisors of financial customer service representatives (See 6314 Customer and information services supervisors)
- Supervisors, finance and insurance office workers (See 1212 Supervisors, finance and insurance office workers)
Main duties
This group performs some or all of the following duties:
- Process customer cash deposits and withdrawals, cheques, transfers, bills and credit card payments, money orders, certified cheques and other related banking transactions
- Obtain and process information required for the provision of services, such as opening accounts and savings plans and purchasing bonds
- Sell travellers' cheques, foreign currency and money orders
- Answer enquiries and resolve problems or discrepancies concerning customers' accounts
- Inform customers of available banking products and services to address their needs.
Employment requirements
- Completion of secondary school is required.
- A college diploma in business administration may be required.
- On-the-job training is provided.
Additional information
- Progression to supervisory positions is possible with experience.
6552 - Other customer and information services representatives
Other customer and information services representatives answer enquiries and 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 private and public sectors.
Illustrative example(s)
- accounts information clerk
- bus information clerk
- complaints clerk - customer service
- contact centre agent - customer service
- courtesy desk clerk
- customer service representative - call centre
- enquiries clerk
- information clerk - customer service
- lost-and-found clerk
- order desk agent
- public relations clerk
- tourist information clerk
Exclusion(s)
- Airline ticket and service agents (See 6523 Airline ticket and service agents)
- Customer and information services supervisors (See 6314 Customer and information services supervisors)
- Customer service representatives in banks and other financial institutions (See 6551 Customer services representatives - financial institutions)
- Receptionists (See 1414 Receptionists)
- Retail salespersons (See 6421 Retail salespersons)
- Ticket and information clerks (except airline) (See 6524 Ground and water transport ticket agents, cargo service representatives and related clerks)
Main duties
This group performs some or all of the following duties:
Customer services representatives in retail establishments
- 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.
Contact 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 representatives in insurance, telecommunication, utility and similar companies
- Explain the type and cost of services offered
- Order services
- Povide information about claims or accounts
- Update accounts, initiate billing and process claim payments, and receive payment for services.
Information services representatives
- Provide information to customers and the public concerning goods, services, schedules, rates, regulations and policies in response to telephone and in-person enquiries.
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.
Additional information
- Progression to supervisory positions is possible with experience.
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