Customer Service Representatives

Office and Administrative Support Occupations
O*NET-SOC 代码
43-4051.00

Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.

  • 数据来源: BLS发布时间: 2026-08

    很高· 相对

    低四级相对区间很高

    职业群单位数值

    尺度 · 母数 · 来源

    四级相对类别（低 / 中等 / 高 / 很高）

    以BLS就业预测表中831个细分职业为基数。取值按 NEM（全国就业矩阵）代码给定，因此共用同一 NEM 代码的职业得到相同分档

    来源数据集（XLSX 文件下载）

  • 数据来源: Anthropic发布时间: 2026-03

    0.701

    0.000此处所载数值的范围0.745
    尺度 · 母数 · 来源

    观测暴露度指数，按发布原值0–1

    以O*NET任务映射为基准

    按 SOC 2018 职业发布的数值；具有相同 SOC 2018 代码的所有 O*NET 职业均显示此值

    来源数据集（CSV 文件下载）

  • 数据来源: ILO发布时间: 2025

    0.58

    0.09此处所载数值的范围0.70

    职业群单位数值

    尺度 · 母数 · 来源

    生成式AI暴露度指数，按发布原值0–1

    按 ISCO-08 细类（4 位）发布的数值。按原样应用美国劳工统计局（BLS）的官方对照表（ISCO-08→2010 SOC、2010 SOC→2018 SOC）关联到本职业，对应关系为全部或部分对应

    来源数据集（PDF 文件下载）

该来源发布的是什么性质的数值

BLS的类别是相对排位而非绝对水平，也不是一手测量：它把多项已发表研究给出的职业百分位排名归并为四个等级。它不是就业或工资预测，不是采用概率，也不区分自动化与增强。

Task-level exposure

显示隐藏的 9 项工作

已评分任务 15 项 · β ≥ 0.5 的任务 15 项（100.0%）

β = 直接暴露（E1）+ 0.5 × 借助工具时的暴露（E2），依据原始代码库的定义。

  • 原始单位：O*NET 27.2 任务 → O*NET 31.0 职业代码
  • 已评分任务中有 2 项不在 O*NET 31.0 任务列表中，其分数按 O*NET 27.2 的发布值保留。
来源
OpenAI "GPTs are GPTs" exposure rubric
版本
gh-main-0471612
许可
MIT License, Copyright (c) 2024 OpenAI
Task (O*NET 30.2)Claude.aiRaw / share %APIRaw / share %
Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

43-4051.00

0.060085.70.020028.6
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

43-4051.00

0.010014.30.030042.9
Solicit sales of new or additional services or products.

43-4051.00

0.00000.00.010014.3
Refer unresolved customer grievances to designated departments for further investigation.
—00.010014.3

Data sources & licenses — O*NET®, Anthropic Economic Index, Eloundou et al. (2023): see full notices on the Credits page

O*NET 31.0 全部任务（13 项）

本职业在 O*NET 31.0 中的全部任务（英文原文；任务类型为核心或补充）。暴露值不列在此清单中，而在上方表格里，位于各来源所用 O*NET 版本的任务表述旁。

任务（O*NET 31.0）类型
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.核心
Check to ensure that appropriate changes were made to resolve customers' problems.核心
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.核心
Refer unresolved customer grievances to designated departments for further investigation.核心
Determine charges for services requested, collect deposits or payments, or arrange for billing.核心
Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.核心
Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.核心
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.补充
Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.补充
Solicit sales of new or additional services or products.补充
Review insurance policy terms to determine whether a particular loss is covered by insurance.补充
Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.补充
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.补充

职业信息

就业展望（BLS）

就业人数，2025
2.7M
预计就业人数，2035
2.5M
变化 (2025–35)
-5.3%
年薪中位数，2025
$44,770
入职通常所需学历
High school diploma or equivalent
最低 $30,890BLS EP 2025–35 中 825 个细分职业的工资中位数范围最高 $559,030

来源: U.S. Bureau of Labor Statistics, Employment Projections 2025–35 — Employment by detailed occupation, 2025 and projected 2035

韩国职业分类关联（KSCO）

来自 AI Changing Work 制作的 Korea Occupation Direct Crosswalk v1.1 当前版本的关联。关系值从 O*NET-SOC 职业一侧解读。

KSCO 代码KSCO 名称关系状态
36202전화 상담원本职业范围更宽已确认
36203방문 고객 상담원本职业范围更宽已确认
36209그 외 고객 상담 사무원本职业范围更宽已确认
36129그 외 안내‧접수원 및 전화교환원相关，但不对应已确认

关系与状态的定义(kr-direct v1.1)

国际劳工组织（ILO）职业说明

以下 ISCO-08 职业组由 AI Changing Work 原样套用美国劳工统计局（BLS）发布的对照表（2018 SOC→2010 SOC、2010 SOC→ISCO-08）、不逐案取舍，与本职业相关联；每项关联可能是完全对应，也可能是部分对应。

  • ISCO-08 4222Contact Centre Information Clerks

    呼叫中心信息咨询员

自行翻译

自行翻译 · 非 ISCO 官方词汇 — 未经国际劳工组织审核。

以下定义、任务和职业示例是 ILO 对该 ISCO-08 职业组的描述，而不是对本职业的描述。

Contact centre information clerks provide advice and information to clients, respond to queries regarding a company’s or an organization’s goods, services or policies, and process financial transactions using the telephone or electronic communications media, such as email. They are located in premises that may be remote from clients or other operations of the organizations or companies about whom information is provided.

任务

  • (a) dealing with incoming calls and messages from clients, whether to answer queries, handle calls for service or sort out complaints;
  • (b) identifying requirements and entering events into a computer system;
  • (c) dispatching tasks to other units, when relevant;
  • (d) invoicing or handling payments, where necessary;
  • (e) sending letters, information sheets and other documents to clients;
  • (f) advising clients of additional products or services.

职业示例

Customer contact centre information clerk

Sources: ILO ISCO-08 — details: Credits

ESCO 职业词汇

以下每一项都是在已公开的ESCO-O*NET Crosswalk（第 1 版，2022 年）中与本职业逐项对应的。对应类型出自该对照表；表述出自 AI Changing Work。

  • customer service representativeESCO 4225.1范围相同

    Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.

  • customer contact centre information clerkESCO 4222.1有重叠，但不相同

    Customer contact centre information clerks provide information to customers via the telephone and other media such as email. They answer inquiries about a company's or oganisation's services, products and policies.

  • live chat operatorESCO 4222.1.1有重叠，但不相同

    Live chat operators respond to answers and requests posed by customers of all nature through online platforms in websites and online assistance services in real time. They are available to provide service through chat platforms and have the ability to solve inquiries of clients via written communication merely.

  • railway passenger service agentESCO 5112.2有重叠，但不相同

    Railway passenger service agents spend time with railway station customers, answer their questions and react quickly and safely to unexpected situations. They provide information, mobility assistance, and security in railway stations. They provide accurate and up to date information on train arrival and departure times, train connections, and help customers plan their travels.

来源: European Commission, DG EMPL — ESCO API 2026-08-08 (bridge v1.2.1)

许可: CC BY 4.0 (EU Reuse Notice)

查看原文

ESCO reuse terms and the modification notice are in Credits.

法国职业分类关联（ROME）

本职业与 ROME 4.0 职业条目（fiche）之间的关联，由 AI Changing Work 借助 AI 模型判定。关系从本职业一侧解读。标为「暂定」的关联仅凭同一模型系列（Claude）两位判定者的判定采纳，或对其判定适用运营方规则后采纳，因此其依据弱于已确认的关联。

ROME 代码ROME 名称（法语）关系
C1212Conseiller / Conseillère à distance de banque本职业范围更宽
D1443Chargé / Chargée d'assistance本职业范围更宽
D1432Assistant / Assistante service clients本职业范围更宽暂定
D1408Conseiller / Conseillère clientèle à distance有重叠，但不相同暂定
D1415Chargé / Chargée de relation client有重叠，但不相同暂定
E1111Game master相关，但不对应暂定

Source: France Travail — Répertoire Opérationnel des Métiers et des Emplois (ROME 4.0), version 61, last updated 15 June 2026 (https://www.data.gouv.fr/datasets/repertoire-operationnel-des-metiers-et-des-emplois-rome). Licence Ouverte 2.0.

ROME codes and titles are reproduced unchanged; the links to O*NET-SOC occupations are AI Changing Work's own judgment and are not a France Travail correspondence.

(AI Changing Work link release: fr-direct v1)

西班牙职业分类关联（CNO-11）

本职业与 CNO-11 职业之间的关联，由 AI Changing Work 借助 AI 模型判定。关系从本职业一侧解读。

CNO-11 代码CNO-11 名称（西班牙语）关系
4411Empleados de información al usuario本职业范围更宽暂定
4424Teleoperadores本职业范围更宽暂定

Source: Instituto Nacional de Estadística (INE), National Classification of Occupations 2011 (CNO-11, Royal Decree 1591/2010) — www.ine.es · Licensed CC BY 4.0. CNO-11 codes and Spanish titles are reproduced unchanged; the links to O*NET occupations are AI Changing Work's own judgment and are not an INE correspondence.

(AI Changing Work link release: es-direct v1)

德国职业分类关联（KldB）

本职业与 KldB 职业之间的关联，由 AI Changing Work 借助 AI 模型判定。关系从本职业一侧解读。

KldB 代码KldB 名称（德语）关系
71452Berufe in der Auskunft und Kundeninformation - fachlich ausgerichtete Tätigkeiten本职业范围更宽
92122Berufe im Dialogmarketing - fachlich ausgerichtete Tätigkeiten有重叠，但不相同
71401Büro- und Sekretariatskräfte (ohne Spezialisierung) - Helfer-/Anlerntätigkeiten相关，但不对应
62183Berufe im Verkauf (ohne Produktspezialisierung) (sonstige spezifische Tätigkeitsangabe) - komplexe Spezialistentätigkeiten相关，但不对应暂定

Source: © Statistik der Bundesagentur für Arbeit — Klassifikation der Berufe 2010 – überarbeitete Fassung 2020, https://statistik.arbeitsagentur.de. KldB codes and titles are reproduced unchanged; the links to O*NET occupations are AI Changing Work's own mapping (eigene Zuordnung) and are not a Bundesagentur für Arbeit correspondence.

(AI Changing Work link release: de-direct v1)

日本职业分类关联（JSCO）

本职业与 JSCO 职业之间的关联，由 AI Changing Work 借助 AI 模型判定。关系从本职业一侧解读。

JSCO 代码JSCO 名称（日语）关系
256電話応接事務員本职业范围更窄暂定
259その他の一般事務従事者相关，但不对应暂定

Source: Ministry of Internal Affairs and Communications (MIC), Japan Standard Occupational Classification (Dec. 2009, MIC Notification No. 555). JSCO codes and Japanese titles are reproduced unchanged; the links to O*NET occupations are AI Changing Work's own judgment and are not a MIC correspondence.

(AI Changing Work link release: jp-direct v1)

与本职业相关的近期变化

摘要和关联标注由 AI Changing Work 撰写和判断；数字请以所链接的来源为准。

  • 直接相关 EIG (Mar 2026): call center workers (customer service representatives) made up only 2.7% of employed 22-25 year-olds in 2018-2021, too few to drive the broad weakness in the youth labor market.

    [来源: EIG: AI and Young-Adult Jobs (March 2026)]

  • 相关 Falk & Tsoukalas (University of Pennsylvania and Boston University, Mar 2026), The AI Layoff Trap: each firm keeps the full cost saving from automation but bears only part of the demand it destroys, so competing firms over-automate beyond the collectively efficient level. The authors name customer support, where thousands of firms are replacing agents with agentic AI, as a setting where this is already under way.

    [来源: Falk & Tsoukalas (2026), The AI Layoff Trap]

  • 相关 Anthropic Economic Index report (Mar 2026): as Claude.ai use diversified, the average task moved slightly toward lower-wage work: the average US hourly wage of tasks done on Claude.ai fell from $49.3 to $47.9. Customer service tasks are prevalent in automated API workflows, which gives Customer Service Representatives a higher observed exposure. Users of 6+ months had a 10% higher conversation success rate.

    [来源: Anthropic Economic Index (March 2026)]

本页数据的来源与许可，以及 AI Changing Work 的修改与翻译说明：致谢与来源