I am seeking some guidance for a friend who wants to get "better" paid job in the range of 13-15$ per hour

I have told her that she may need these skills:

Typing - 35 wpm or more
Office applications: Word, Excel
Operating system: Win Xp or above

Can someone add to this list if I have missed anything? Also, what agencies are best for such jobs?

Thanks for any and all help!

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I am assuming that your friend seeks a inbound customer service position. As much as it is sometimes an underrated job, the skills that are required to be successful, are quite demanding.

There are exceptions though - there are companies that are not demanding in skill sets - but they also pay only around $ 9 to 10 an hour. Besides, companies that are willing to compromise on skills when hiring may not offer a good benefits package that they offer, besides the salary.

Apart from the skills you mentioned, one has to be very conversant with internet navigation skills. There are other requirements like the ability to multi task, In a CSR role, the CSR is expected to listen, understand the needs of the customer, type, and speak to the customer - doing all at the same time. The ability to be courteous, have a near neutral accent, and be patient while handling irate customers are a near must for a CSR position.

Call center performance is dependent on parameters such as AHT (average handle time), hold time, adherence to time (log in, breaks, log out time)etc. Quality standards are different for each company, but there is a lot of emphasis on matters such as greeting, authentication of the customer, understanding of the customers need, the ability to trouble shoot - be it billing or technical service issues, and the ability to up-sell products. For the most part, companies expect CSR's to not only resolve issues but to make upgrades and up-sell on the call.


Training is provided after a hiring is done, but one has to have the basic qualities and skills mentioned, to make a career in the field. Each company expects to have a happy customer, and should your friend have the ability to succeed in doing so, she would excel as a CSR.

Thank-You for your valuable input and insight!

My friend is looking for a position where she doesn't have to take calls, but process customer requests which are received by other CSRs in the organisation. I have done similiar jobs in 2003; I feel my information is outdated and hence my efforts to seek confirmation.

Yes, you are very right, training is provided after hiring, sometimes upto 3 weeks (paid)!

Can someone comment on top 5 agencies to register with for such jobs (Toronto)?

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No trees were killed by this post, but a large number of electrons were terribly inconvenienced.
__________________________________
George Malley: Hey, would you, uh, love me the rest of my life?
Lace Pennamin: No. I'm gonna love you for the rest of mine.
__________________________________
None of us knows God until someone introduces us - Life of Pi