Month: July 2023

Customer service roles are the lifeblood of any organisation. In fact, they are often referred to as the ‘face’ or ‘voice’ of the business. These roles bridge the gap between the company and its customers, nurturing relationships and fostering trust. Here’s a closer look at these roles, why they’re so vital for businesses, how they can be great employment opportunities for job seekers, and tips for getting started in sales or customer service.

Key Responsibilities of Customer Service Roles

Customer service professionals handle client inquiries, resolve issues, provide information about products and services, and ensure overall customer satisfaction. They use various communication channels, such as telephone, email, chat, social media, and face-to-face interactions.

Typical responsibilities may include:

• Responding to customer inquiries and complaints
• Providing product or service information
• Processing orders, forms, and requests
• Maintaining a record of customer interactions
• Following up to ensure resolution

Why Is The Role Crucial for Businesses?

For employers, these roles are the engine that drives a company’s growth. They are crucial for:

• Brand image: Customer service roles shape the company’s brand image. Positive customer interactions lead to customer loyalty, repeat business, and referrals.
• Customer retention: Both roles play a pivotal role in customer retention. It is well established that retaining existing customers is less expensive than acquiring new ones.

Benefits for Job Seekers

If you’re looking for employment, customer service and sales roles can provide excellent opportunities for personal and professional growth. These jobs provide:

• Transferable skills: These roles can help develop valuable skills such as communication, problem solving, and negotiation, which are in high demand across many industries.
• Flexible work options: Many customer service roles offer flexible work schedules, remote work options, and part-time opportunities, making them accessible to people from diverse backgrounds, lifestyles, and needs.
• Career progression: These roles often serve as a springboard for career growth within an organisation, with clear pathways to management positions.

Tips For Getting Started in Sales and Customer Service

Are you looking to find employment in the customer service realm? Check our Customer Experience And Hospitality Management program to see how we can support you on your path to meaningful employment. Also, take note of our best tips for customer service job seeking:

• Enhance your communication skills: Both roles require strong communication skills. Regularly practising active listening, clear articulation, and persuasive speech can go a long way.
• Understand the product or service: You must be knowledgeable about the product or service you’re dealing with. Understanding the features, benefits, and value proposition is crucial for effective sales and customer service. Research the products or services of the company you want to work at beforehand, so that you’ll be better prepared for your role and ready to make a good first impression.
• Showcase relevant skills in your CV: Highlight your skills that are relevant to the job, such as problem-solving, empathy, and negotiation.
• Prepare for the interview: Research common interview questions for these roles and practise your responses. Show enthusiasm and a willingness to learn.

In conclusion, customer service roles are essential for businesses and also offer excellent career opportunities. These jobs can provide a path to better prospects, skill development, and a promising future. 

If you are a job seeker looking for meaningful employment, Generation wants to help! Our free employment programmes offer hands-on work experience in various fields, online and offline, in 17 countries around the world. 

Through our programmes, adults of all ages—whether unemployed, underemployed, or needing to learn new skills—can access training, support, and a path to meaningful employment. We are here to help you succeed! Developing skills through employment programmes like ours can help you become more competitive in the job market and can help you increase your earning potential. And then we connect you with employers who are hiring for the exact roles you’ve been trained to do.

At Generation, our mission is to train, support, and place people into otherwise inaccessible career opportunities that can change their lives. Explore our employment programmes to see how we can help you or donate today to help us create career opportunities for our learners!

The world of work is changing rapidly. With the rise of new technologies and a constantly evolving job market, it’s more important than ever to stay relevant and competitive in your industry. Here’s how you can do that through reskilling and upskilling, plus an exploration of the most in-demand skills for the future of the workplace and some helpful tips for building skills.

Upskilling and Reskilling

As the workplace evolves, learning new skills that will set you up for success in the future is incredibly important. Though it can be challenging to tackle new skills, systems, and strategies, it’s an essential way to improve your economic mobility and help you secure steady and fulfilling work. Upskilling and reskilling are two key strategies for this.

Upskilling involves learning new skills that build upon your existing knowledge and expertise. It’s a way to enhance your current skill set and stay up-to-date with the latest industry trends and best practices. Reskilling, on the other hand, involves learning entirely new skills that may be outside of your current area of expertise. This is often necessary when your current skill set is no longer in demand or when you want to transition to a new career path.

Both upskilling and reskilling have numerous benefits for your working future. They can help you stay competitive in the job market, increase your earning potential, and open up new career opportunities. Learning new skills can also help you in other ways, by boosting your confidence, improving your problem-solving abilities, and enhancing your overall job satisfaction.

Best Skills To Learn for the Future

So, what are the best skills to learn for the future of business and the workplace? Here are a few in-demand skills to focus on:

• Digital literacy: With the increasing use of technology in the workplace, it’s important to have a basic understanding of digital tools and platforms. This includes proficiency in programs such as Microsoft Office, as well as knowledge of cloud computing, data analysis, and cybersecurity.
• Behavioural skills and mindsets: Also known as soft skills, these personal attributes enable you to skillfully and effectively interact with others. Communication, teamwork, leadership, and problem-solving abilities are all essential skills. With automation on the rise, these skills will become even more valuable in human roles.
• Creativity and innovation: As machines become more proficient at routine tasks, human creativity and innovation will become more important. Developing your creativity and ability to think outside the box can help you stand out in your field and find new solutions to problems.
• Emotional intelligence: Emotional intelligence is the ability to recognize and manage your own emotions, as well as those of others. It’s a crucial skill for promoting harmonious and collaborative work environments as teams become more diverse and inclusive.
• Industry-specific skills: Depending on your industry, there may be specific skills that are in high demand. In healthcare, for example, knowledge of telemedicine and remote patient monitoring can be especially valuable for your future prospects.

Skill Building

Now that we’ve explored skills for the future, let’s look at how to learn new skills. Employ these skill-building activities and strategies to help improve your economic mobility and future outcomes:

• Take courses: Online courses and certification programmes are a great way to learn new skills at your own pace. Many universities, trade schools, and professional organisations offer courses and certifications in a wide range of subjects. Here at Generation, our free employment programmes are designed to support you on your journey to a satisfying professional career.
• Attend workshops and conferences: These events can provide an immersive learning experience and the opportunity to network with others in your field. Many organisations offer training events throughout the year.
• Read books and articles: Reading books and articles related to your field can help you stay up-to-date with the latest trends and best practices. This can be especially useful for building soft skills and staying informed about industry-specific topics.
• Seek out mentorship: Finding a mentor who has expertise in the skills you want to learn can be invaluable. They can provide guidance and advice as you work to develop your skills and navigate your career.
• Practise, practise, practise: Learning a new skill takes time and practice. Look for opportunities to apply your new skills in your current job, or consider taking on a side project or volunteer work to build your experience.

If you’re ready to level up your skill set for the future, Generation is here to help! Our free employment programmes offer hands-on education and experience in a variety of fields, and are held online and offline in 17 countries worldwide.

At Generation, our mission is to train, support, and place people into otherwise inaccessible career opportunities that can change their lives. Explore our employment programmes to see how we can help you, or donate today to help us create thriving career opportunities for our learners!

Sometimes, the middle is a tough place to be. This is true of arguments, long projects, and even careers. Let’s explore what it looks like to be a midcareer professional, and what hurdles they can face on the path to economic mobility or new employment opportunities.

Who Are Midcareer Professionals?

Midcareer professionals are individuals who have spent a significant amount of time in their chosen career and have gained considerable experience and expertise. They are typically in their thirties, forties, or fifties—perhaps older—and may have already achieved some level of success and stability in their career. At this stage, midcareer professionals may be looking for new challenges and opportunities to further advance their careers.

They may also be seeking work-life balance, considering entrepreneurship, or exploring different career paths. Alternatively, midcareer workers facing unemployment due to job changes may be looking for new employment. While these people often have a wealth of knowledge and skills to offer and can be valuable assets to their employers or clients, they often face unique challenges in job seeking or career shifts.

The Challenges of Midcareer Professionals

For midcareer professionals, there can be several barriers to achieving economic mobility, the ability to improve one’s economic status over time. One of the main barriers is a lack of access to education and training opportunities that would allow them to develop new skills and move up the career ladder. This can be especially challenging for individuals who have already established themselves in a particular field and may not have the time or resources to pursue additional education or training.

Additionally, midcareer professionals may face age discrimination, which can limit their opportunities for advancement or lead to job loss. The cost of living can also be a barrier, particularly in expensive urban areas where housing and other expenses may be prohibitively high. Finally, family obligations such as caring for children or ageing parents can limit flexibility and availability.

Let’s take a closer look at how midcareer employment challenges and age discrimination affect midcareer workers, and how they can be overcome.

Midcareer Career Changes

Midcareer changes can be spurred by a variety of reasons, including changing workplaces that may alter the nature of jobs in ways that spark a desire to move to a new position or field. The midcareer stage is a time when professionals may question their career choices, feel unfulfilled or stuck in their current role, or see that their role is changing and they need new skills to adapt.

A midlife career change can allow people to pursue their passions, learn new skills, and attain more stable employment and income. However, these career changes can be especially challenging. Because individuals may have established a certain level of expertise and identity in their current roles, it can be difficult to start over.

Facing Unemployment as a Midcareer Worker

Midcareer workers can also face a crisis of a different sort, as changing job markets can place jobs at risk and lead to layoffs. Additionally, individuals choosing to take a hiatus from work may experience difficulties in finding a job after their return. These unemployment issues are pressing concerns; our research here at Generation has shown that 63% of job seekers over the age of 45 are unemployed for over a year, compared to only 36% of job seekers aged 18 to 24.

When it comes to unemployment, people in midcareer stages often face unique challenges. As they are typically in their prime earning years, a period of joblessness can lead to significant financial strain, potentially affecting their ability to maintain their current lifestyle or save for future needs like retirement.

Moreover, their past professional experience, although valuable, may paradoxically pose hurdles in their job search. Some employers might view them as overqualified for certain positions or worry about their salary expectations being too high. Midcareer workers may also struggle with the need to upskill or reskill, especially in fast-evolving industries where newer technologies and methodologies continuously redefine job requirements.

Age Discrimination

Yet another common hurdle for midcareer job seekers is age discrimination. Even though employers highly rate the performance of their midcareer workers, a noticeable and harmful bias still exists. Our research shows that many hiring managers perceive younger workers as more favourable job candidates than workers over the age of 45. When asked to rate candidate strengths, employers overwhelmingly say younger candidates are more application-ready, have more relevant experience, and are a better fit with company culture.

This age discrimination in the workplace means that midcareer workers may be viewed as less innovative, less adaptable, or less technologically-savvy than their younger counterparts. These biases can lead to older workers being passed over for promotions, training opportunities, or new projects—or even being forced into early retirement.

Furthermore, older professionals may face additional obstacles when attempting to shift to a new career. Hiring managers may assume that older workers lack the necessary skills or may not fit in with the culture of the new company.

Age discrimination is particularly problematic in the tech world, where youth is often highly valued, and where age may be viewed as counter to innovation. Older professionals may struggle to keep up with the rapid pace of technological change or may not be perceived as a good fit for startup or high-growth tech companies. Ageism in tech can lead to a lack of diversity in the tech industry, as well as a loss of valuable talent and experience.

To combat these barriers, midcareer professionals can take steps to stay up-to-date with industry trends and to build their networks to stay relevant in their field. They may need to seek out alternative forms of education or training, such as online courses or apprenticeships. They may also need to be willing to relocate to areas with lower costs of living or more job opportunities.

How Generation Can Help

If you are a midcareer professional going through unemployment, shifting into a new career, or simply looking for more fulfilling work, Generation wants to help! Our free employment programmes offer hands-on education and experience in various fields, and are held online and offline in 17 countries worldwide.

Through our programmes, adults of all ages—whether unemployed, underemployed, or needing to learn new skills—can access training, support, and a path to meaningful employment. We are here to help you succeed! Developing skills through employment programmes like ours can help you become more competitive in the job market and can help you increase your earning potential.

At Generation, our mission is to train, support, and place people into otherwise inaccessible career opportunities that can change their lives. Explore our employment programmes to see how we can help you, or donate today to help us create thriving career opportunities for our learners!