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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Customer Assistant Job Description Examples:

 

Example 1

Ferring Country Centre is an independent charity which provides a day care service for adults with learning disabilities. In addition to our day service, our Visitor Centre, comprising our Café and Gift Shop, is open to the general public seven days a week.

As a Customer Assistant (Weekends) you will provide a friendly welcome, professional service and excellent customer care. You will work across both the Ranger’s Café and Gift Shop team to help deliver a memorable customer experience.

We have two opportunities available:

· 6 hours per week, working Saturday and Sunday 11.00am to 2.00pm (with overtime opportunities).

Or

· 8 hours per week, working Saturday and Sunday 10.30am to 2.30pm (with overtime opportunities).

Please indicate in your cover letter which opportunity you are interested in when making your application.

Experience of working in a customer service/retail environment and/or café environment is desirable.

Successful applicants will be subject to an enhanced Disclosure and Barring Service (DBS) check.

As a day service provider for adults with learning disabilities, it is Ferring Country Centre’s policy that all new staff be vaccinated against COVID-19 (or be willing to have the vaccine) and maintain vaccination, unless medically exempt. Candidates shortlisted for interview will be asked to provide evidence of vaccination status.

Where we receive a high volume of applications we reserve the right to close this advert prior to the published closing date, so please make your application as soon as possible.

Key responsibilities:

· Using electronic point of sale system to process customers’ orders in an efficient, timely manner.

· Responding to customer queries either face-to-face or on the telephone.

· Advising the customers of products and services.

· Receive and process deliveries.

· Welcome visitors and advise on the Centre’s facilities and all health and safety instructions.

· Assist with the smooth running of the café as directed by Line Manager, including washing up and clearing tables.

· Preparation and delivery of Barista coffee.

· Ensure the routine day-to-day cleaning is completed.

· Maintain high standards of health, hygiene and safety in line with Ferring Country Centre’s policies and procedures, and national standards.

· Any other duties reasonably required by the organisation.

Required skills and experience:

· Good general level of education, including basic reading and writing skills

· Interpersonal, written and verbal communication

· Self-motivated and resourceful

· Flexible and enthusiastic

Ferring Country Centre is an equal opportunities employer.

Job Type: Part-time
Part-time hours: 6-8 per week

Salary: Up to £10.07 per hour

Benefits:
  • Discounted or free food
  • Employee discount
  • On-site parking
    Schedule:
  • Weekends only

    COVID-19 considerations:
    Full adherence to our COVID-19 secure workplace risk assessment.

    Application deadline: 08/07/2022
    Reference ID: start date: 30/07/2022
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    Example 2

    About Suffolk Building Society

    A career with Suffolk Building Society is much more than a job. But then, we are much more than just a mortgage and savings business.

    Unlike banks, we have no shareholders. Instead, we have over 60,000 members, all with an equal say in how we're run. This makes us a very democratic organisation and one for whom values are more influential than rules.

    Our culture and outlook are distinctive too. We want to recruit talented people. To enable this, we are committed to equal opportunities and diversity. We truly care about our people and make it a priority to nurture professional development as well as personal growth.

    The most important thing we are looking for when we recruit for this role is a real desire to help people and deliver excellent service. Our members are at the heart of everything we do.

    About the role
  • To be the first point of contact for our members and deliver an exceptional customer service.
  • To ensure customer needs are met through the delivery of a high-quality service and by promoting the Society’s products and services.
  • Monday to Friday, 9am to 5pm (35 hours a week). Rotated Saturdays are required.
  • Based between our Sudbury and Hadleigh Branches.

    Your day-to-day activities
  • To be the face of Suffolk Building Society
  • To provide our members with excellent service and an enjoyable branch experience
  • To support and take part in branch events and branch led community activities.
  • To gather feedback from members and use this to help improve the service the Society delivers
  • To ensure that all administration duties are performed accurately and in accordance with Society procedures.
  • To effectively process all transactions ensuring no errors are made
  • To conduct appropriate checks to safeguard our members’ investments and guard against financial crime
  • To be an ambassador for the Society by supporting the branch within their local community.
  • To understand the complaints procedure to escalate complaints appropriately and compliantly as required

    About you

    As a Member Assistant you will:
  • Have a passion for delivering exceptional customer service
  • Preferably have 5 GCSE’s including Maths and English at Grades A-C or equivalent
  • Enjoy taking ownership of your work and working within a team
  • Have a keen eye for detail
  • Ideally have experience in the customer service industry

    You will be rewarded with
  • Annual salary of £19,836.54 (£10.90 per hour)
  • The opportunity to participate in a discretionary bonus scheme
  • On the job training and excellent career progression opportunities within the branch and our Head Office
  • Financial support with ongoing professional development
  • 23 days annual leave increasing with tenure, plus bank holidays
  • Pension scheme, and free pension advice
  • Life insurance
  • Wellness programmes
  • Healthcare cash plan
  • Retailer discounts
  • Free uniform
  • Opportunities for volunteering with local charities

    When applying for this role, please submit a CV and details of why you are interested in the role.

    Please refer to our Candidate Privacy Noticeon our website which confirms that your personal data will be destroyed after a period of six months.

    Due to the volume of CV's we receive for our vacancies, it is not possible for us to respond to you if your application has been unsuccessful.

    Job Types: Full-time, Permanent

    Salary: Up to £19,836.54 per year

    Benefits:
  • Company events
  • Company pension
  • Flexible schedule
  • Life insurance
  • On-site parking
  • Referral programme
  • Store discounts
  • Wellness to Friday
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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.

    Job description samples for similar positions

     Jobs that may be a better fit for what your company is advertising for include:

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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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