Customer Assistant Job Description: Top Duties and Qualifications

A Customer Assistant, or Customer Service Advisor attends to customer needs by answering their queries and dealing with their complaints. Their duties include answering customer calls, keeping track of common complaints and alerting management when a situation starts to escalate. 

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Customer Assistant duties and responsibilities

A Customer Assistant should be prepared to speak directly to clients and clearly explain their company’s policies, procedures and solutions. Their other main responsibilities include:

  • Answering customers’ questions by phone, email, web chat or face-to-face
  • Selling products or services and taking payments 
  • Monitoring overall customer satisfaction levels
  • Tracking orders and giving refunds
  • Updating company databases with information from each customer interaction
  • Passing particular complaints on to their manager
  • Collaborating with the sales department to develop methods for handling issues
  • Working on short-term projects to offer customised support for new products
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What does a Customer Assistant do?

Customer Assistants are the direct connection between a company’s product or service and its clients. A Customer Assistant works tirelessly to understand a client’s problems and figure out the best solution. Sometimes the solution may result in a refund, selling the customer a different product or passing the complaint or concern to a manager. A Customer Assistant must be well versed in the product or service the company is selling and be prepared for any questions a customer may have. They must also keep track of customer interactions on the company’s database. 

Customer Assistant skills and qualifications

Above all, a Customer Assistant should have exceptional customer service and active listening skills. A successful Customer Assistant will also have various prerequisite  skills and qualifications that include:

  • A strong sense of professionalism and discretion
  • The ability to work well in a team
  • Thorough attention to detail
  • The ability to remain calm in stressful situations
  • Sensitivity and understanding
  • The ability to accept criticism and work well under pressure
  • Excellent knowledge of various computer software
  • Excellent verbal communication skills

Customer Assistant experience requirements

A strong understanding of how transparent communication and active listening can make customers feel like they are really being heard is important for all candidates to possess. Previous experience in a job that requires employees to provide customer services, such as working in a shop or hotel, is also helpful. Instead of work experience, some candidates may have volunteered at a charity shop or completed an apprenticeship in customer service. All candidates should have good communication skills and a friendly personality.

Customer Assistant education and training requirements

Employers usually prefer candidates who have taken some university courses regarding business or customer service. Two relevant certifications include the Level 1 Certificate in Customer Service or the Level 2 Certificate in Contact Centre Operations. Many employers will allow candidates to apply directly with no formal education as long as they possess some GCSEs, usually in maths and English, as well as good communication skills and a positive attitude.

Customer Assistant salary expectations

According to Indeed Salaries, the average salary for a Customer Assistant in the UK is £9.79 per hour. In most instances, salary is dependent on experience and location.

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Customer Assistant job description FAQs

How can you make your Customer Assistant job description stand out?

Highlight how your organisation can help applicants grow in their careers. Explain how the experience and training provided by your company will help applicants build a strong foundation in customer service that will be applicable in many industries. Also, mention any potential areas for growth within your own organisation. List competitive elements such as salary, holidays, pension scheme and company discounts — anything that sets your company apart from the rest. 

Who does a Customer Assistant report to?

This will depend on the organisational hierarchy and size of the company. Many companies have a customer service department where its members report to a Customer Assistant Manager, or head of the department. Customer Assistants usually refer to their Managers when an interaction with a customer has escalated to the point when management needs to be involved. 

What should you look for in a Customer Assistant CV?

A CV must highlight their people skills, competency in customer service and familiarity with the product or service provided by the company. A CV is also a chance for applicants to showcase their personality, mentioning hobbies or talents, while remaining professional. CVs must also be devoid of errors such as grammar and spelling mistakes. 

Do Customer Assistant's have different responsibilities in different industries?

A Customer Assistant’s main responsibilities are always  centred around the customer’s needs. However, depending on the industry and organisation, how they interact with the customers can be quite different. Some Customer Assistants may work on the retail floor, directly interacting with both the customer and the product. Others may work in a company’s headquarters, answering customer queries over the phone or on the computer. 

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