Customer service assistant, call center

What does a Customer Service Assistant in a call center do? – Tasks and work environment

A Customer Service Assistant in a call center is responsible for providing service and support to customers via phone, email, chat, or other digital channels. Tasks may include answering questions about products and services, handling complaints, receiving orders, and sometimes selling additional services. Documentation and follow-up of cases are often an important part of the job. The work environment is often characterized by a fast pace, clear goals, and scheduled hours, with both evening and weekend work possible. Technical support and digital tools are used daily to streamline and follow up on customer contacts.

Salary development over time

The salary for Customer Service Assistants in call centers has shown steady growth in recent years. In 2022, the average salary was 29,300 SEK per month, increasing to 30 500 SEK in 2023. The latest update for 2024 shows an average salary of 32 300 SEK. This corresponds to an increase of about 10% over three years. The salary has mainly been influenced by increased digitalization, higher language and technical skills requirements, and ongoing competition for workforce in the service industry. The demand for flexible customer service staff with good communication skills helps push wages upward, although the profession still remains at a relatively average salary level within the service sector.

Customer Service Assistant in a call center salary – comprehensive overview

• Average salary: 32 300 SEK/month
• Lowest salary: 30,300 SEK/month (female, private sector, high school education 3 years)
• Highest salary: 36,300 SEK/month (male, private sector, high school education up to 2 years)
• Hourly wage: 194 SEK
• Women earn: 31 700 SEK/month (96% of men's salary)
• Men earn: 33 200 SEK/month
• Regional differences: Data on regional variations is unavailable

Education and qualifications

To work as a Customer Service Assistant in a call center, a formal university degree is usually not required, but a completed high school education is often a prerequisite. Employers value good communication skills, resilience under stress, and sometimes experience from similar work. Internal training and introductory programs are common, and opportunities for further education through short courses or online platforms are available for those who want to develop within the profession.

• Formal education: High school diploma, often with focus on commerce, administration, or service
• Certifications: Internal training and introductory courses provided by employers
• Internship: Workplace-based internships occur, especially for younger applicants
• Prerequisites: Good Swedish language skills, both spoken and written, sometimes additional languages such as English
• Further education: Online courses in customer service, sales, and digital tools

Common benefits and compensations

Customer Service Assistants in call centers are often offered collective agreement benefits such as occupational pension, wellness contributions, and sometimes subsidized lunch or staff discounts. Bonus schemes are common, especially in sales-oriented roles, and there is often a possibility for overtime pay for work during inconvenient hours. Flexible working hours and remote work options have become increasingly common within the industry.

Competition and challenges

The job market for Customer Service Assistants in call centers is characterized by moderate competition and a balanced recruitment situation. According to the Swedish Public Employment Service, demand is expected to remain unchanged over the next five years. Challenges within the profession include high staff turnover, demands for quick problem-solving, and managing stressful situations. Digitalization has increased the requirements for technical skills and the ability to quickly learn new systems. For those seeking to establish themselves and develop within the field, continuous skill updates and flexibility are important.

Tips for aspiring Customer Service Assistants in call centers

To succeed as a Customer Service Assistant in a call center, it is beneficial to have a strong service orientation and be attentive to customer needs. Resilience and the ability to remain calm under pressure are valuable, especially during high call volumes. Accuracy and proper documentation of cases facilitate daily work. Good communication skills, both oral and written, help build trust and resolve customer issues efficiently. For those interested in technology, familiarizing oneself with various customer management systems and digital tools is advantageous. Showing engagement and willingness to learn new things also opens doors to internal advancement and more senior roles. Finally, flexibility and adaptability are crucial, as tasks and routines can change rapidly within the call center industry.

Key facts about Customer Service Assistant in a call center

• Education level: High school diploma usually required
• Work environment: Office or remote with a fast pace
• Demand: Moderate, approximately 550 available jobs nationwide
• Common work form: Full-time, scheduled including evenings and weekends
• Important qualities: Service-minded, stress-resistant, communicative

Career paths and future prospects

After three to five years as a Customer Service Assistant in a call center, there are opportunities to advance to roles such as team leader, trainer, or customer service specialist. Internal career paths to positions like operations manager, coach, or quality manager are common, especially with larger employers. According to the Swedish Public Employment Service, the outlook is stable, with unchanged demand at the national level and a balanced recruitment situation. Digitalization and increased language requirements may influence skill demands in the future. For those wishing to broaden their career, experience in customer service can open doors to roles in sales, administration, or HR-related services.

Frequently asked questions about Customer Service Assistant in a call center

• What does a Customer Service Assistant in a call center earn?
  - The average salary is 32 300 SEK per month, with variations depending on gender, experience, and sector.
• What are the gender differences in salary?
  - Men earn on average 33 200 SEK and women 31 700 SEK, which means women earn 96% of men's salaries.
• What education is required to work as a Customer Service Assistant in a call center?
  - High school education is standard, often supplemented with internal training provided by the employer.
• What are the career opportunities?
  - Opportunities exist to advance to roles such as team leader, coach, or customer service specialist.
• What are the future prospects for the profession?
  - Demand is expected to remain unchanged, and the recruitment situation is balanced according to the Swedish Public Employment Service.
• What are the most common work arrangements?
  - Full-time with scheduled hours, often including evenings and weekends, with opportunities for remote work.
• Are there regional salary differences?
  - Specific data on regional variations is unavailable for this profession.