Customer Service Advisors
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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