Customer Service Advisors

Role Overview

The Customer Service Advisor is responsible for delivering exceptional customer support by handling enquiries, resolving issues efficiently, and ensuring a positive customer experience at every touchpoint. The role requires strong communication skills, empathy, and the ability to work in a fast-paced environment while maintaining accuracy and professionalism.

Key Responsibilities

• Respond to customer enquiries via phone, email, live chat, and/or social media
• Resolve customer complaints promptly and professionally
• Process orders, returns, refunds, or account changes accurately
• Maintain up-to-date customer records in the CRM system
• Provide product or service information clearly and confidently
• Escalate complex issues to senior team members where appropriate
• Meet individual and team performance targets (KPIs)
• Contribute to continuous improvement of customer service processes
• Follow company policies, data protection regulations, and compliance standards

Key Skills & Competencies

• Excellent verbal and written communication skills
• Strong active listening skills
• Empathy and patience when handling customer concerns
• Problem-solving and decision-making ability
• Good organisational and time-management skills
• Ability to work under pressure and meet targets
• Strong attention to detail
• Team player with a positive attitude
• Basic IT proficiency (CRM systems, Microsoft Office, email platforms)

Qualifications & Experience

Essential:

• Previous experience in customer service or a customer-facing role
• GCSEs (or equivalent) in English and Maths