Customer service assistant

Career path and progression

With experience, you could:

• become a customer service team leader or supervisor, or be promoted to customer services manager
• take up a training officer role
• move into other areas of a business, like sales or account handling

You can also use your customer service skills to transfer into many different jobs and industries.

What it takes

Skills and knowledge

You'll need:

• customer service skills
• to be thorough and pay attention to detail
• the ability to work well with others
• sensitivity and understanding
• active listening skills
• administration skills
• excellent verbal communication skills
• the ability to accept criticism and work well under pressure
• to be able to use a computer and the main software packages competently

Related subjects

Most relevant

• English Language - Customer service assistants communicate with customers constantly – by phone, email, webchat, social media, and face to face. They need to explain products and policies clearly, write professional responses, and adapt their tone depending on the situation, whether handling a complaint or making a sale.
• Mathematics - Customer service assistants process payments, calculate prices, handle refunds, and check stock levels as part of their daily work. Being confident with numbers helps when giving quotations, applying discounts, or resolving billing queries accurately.
• Business - Customer service assistants work at the heart of how a business interacts with its customers. Understanding how businesses operate – including sales processes, customer retention, and how different departments connect – helps them do their job well and progress into supervisory or management roles.

Also relevant

• Computer Science - Customer service assistants use computer systems to update customer records, track orders, and manage databases. While they don't typically write code, those who understand how digital systems and databases work can troubleshoot issues more effectively and adapt quickly to new software platforms.
• Psychology - Customer service assistants deal with a wide range of emotions and personalities, especially when handling complaints or frustrated customers. Understanding what drives human behaviour and how to respond with empathy helps them de-escalate difficult situations and leave customers feeling heard.
• Modern Foreign Languages - Customer service assistants in many industries deal with customers from different countries and cultural backgrounds. Speaking another language can be a real advantage, particularly in tourism, retail, and international businesses where queries may come in from non-English speakers.