Customer Service Advisor Job Description: Top Duties and Qualifications

A Customer Service Advisor, or Customer Service Assistant serves as the first point of contact for customers seeking to obtain advice from a company or organisation. Their primary duties include answering customer enquiries, making product recommendations or suggestions and providing information about services or products.

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Customer Service Advisor duties and responsibilities

A Customer Service Advisor’s primary goal is to resolve all customer queries and ensure that customers are satisfied with the company’s service or products. Their main duties and responsibilities include:

Responding to customer complaints
Escalating problems to the technical team or other members of the product team
Updating customer information in the company database
Providing information about new and existing products and services
Tracking and processing new orders and refunds
Making sales and processing payments, when necessary
Performing administrative tasks as assigned by the Supervisor

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What does a Customer Service Advisor do?

Customer Service Advisors work to bring high-quality customer service to the customers they interact with. Some Customer Service Advisors spend much of their time on the phone, helping and advising customers, while other Customer Service Advisors deal with customers in-person. This is a fast-paced job role, where the Customer Service Advisor will effectively handle customer enquiries, as well as managing complaints and issues.

Customer Service Advisor skills and qualifications

A successful Customer Service Advisor candidate will have various prerequisite skills and qualifications that include:

Excellent verbal and written communication skills
Active listening skills
Patience and the ability to remain calm in stressful situations
Excellent interpersonal skills
Ability to accept criticism
Sales and persuasive skills
Attention to detail

Customer Service Advisor experience requirements

Experience working in a customer service role is desirable when applying for a Customer Service Advisor position. However, because the customer service department of every company works differently, previous experience is not always required and full training is usually provided.

Customer Service Advisor education and training requirements

There are usually no minimum education requirements to qualify for a Customer Service Advisor position, but many employers require candidates who have General Certificates of Secondary Education (GCSEs) in English and maths. Some employers also require candidates to have a National Vocational Qualification (NVQ), such as the Level 1 Certificate in Customer Service and Level 2 Certificate in Contact Centre Operations. Other education requirements include an intermediate or advanced apprenticeship in customer service. Possible training requirements for Customer Service Advisors include certificate courses in customer service fundamentals, retail customer service, sales and public relations.

Customer Service Advisor salary expectations

According to Indeed Salaries, a Customer Service Advisor in the UK earns an average salary of £18,850 per year. Their actual salary varies depending on geographical location, level of skill and experience, educational qualifications and the industry in which their company operates.

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Customer Service Advisor job description FAQs

What is the difference between a Customer Service Advisor and a Customer Support Representative?

A Customer Service Advisor and a Customer Support Representative both help customers. While both focus on helping customers, a Customer Support Representative is a specific type of Customer Service Advisor that involves technical problem-solving, product feedback and documentation. The terms of customer support and customer service are not interchangeable. Customer service is an umbrella term; the term customer support is a specific kind of customer service.

What are the working hours of a Customer Service Advisor?

Customer Service Advisors typical working hours usually depend on the company they work for. For instance, Customer Service Advisors at head offices may work from 9 a.m. to 5 p.m., while those in retail stores or call centres may need to work shifts, including weekends and evenings. Some companies employ Customer Service Advisors on a part-time basis, where the nature of the company’s work allows it.

How do I make my Customer Service Advisor job description stand out?

To make your Customer Service Advisor job description stand out, make sure you know your audience well. Think about the specific industry you’re trying to target when creating an effective job description. The industry in which your company operates dictates the style of the description. A catchy opening statement that describes perks may be very compelling to candidates in the HR or tech fields, but a finance or accounting applicant may be more interested in the specifics of the position.

Also, keep in mind that senior-level and entry-level professionals are very different. A senior-level job description must have a stronger focus on managerial duties and responsibilities or emphasise higher education qualifications, while entry-level job descriptions must advertise “an opportunity to break into the field” or “a great learning opportunity”.