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Customer Service Advisor Job Description

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Customer Service Advisor Job Description

What does a Customer Service Advisor do?

This job description provides an overview of what a Customer Service Advisor does. Our job descriptions detail the relevant tasks and duties. They include information about the job role, specifically detailing information about the job responsibilities and the typical requirements of a Customer Service Advisor. It provides insight into what skills and qualifications are required for a Customer Service Advisor giving a clear outline of what a Customer Service Advisor does to perform their job successfully.

Customer Service Advisor role

Our business is hiring a Customer Service Advisor to field incoming calls and assist our customer base. Working within a busy office, you will answer customer questions, resolve issues, handle complaints, and sell additional services and products. You will have an aptitude for following policies, have a confident telephone manner, and perform all tasks with customer satisfaction in mind. The perfect candidate will have previous Customer Service Advisor or sales experience, excellent communication skills, and possess good time management skills.

Customer Service Advisor Responsibilities

  • Answer and make phone calls and respond to emails
  • Resolve enquiries and complaints
  • Cross-sell products and services
  • Maintain customer records
  • Ensure high levels of customer satisfaction

Customer Service Advisor Requirements

  • Excellent written and verbal communication skills
  • Able to listen, project empathy, and resolve complaints
  • Able to meet sales and work quotas
  • Be a team player
  • Able to organise, prioritise, and multitask

Personalising Your Customer Service Advisor Job Description Advise

The hiring process and recruiting new employees to fill your key roles requires a degree of personalisation if you are to attract the best employees in a competitive employment market. The right person for a crucial role or more senior roles will likely have other employers targeting them. As your job description will be the first point of contact, you need to nail your pitch and provide the best possible service.

When creating your bespoke description and advert, you should cover and promote these points:

Job title: This should accurately reflect the role and include keywords that top talent might be using to search for jobs.

Job duties: The day to day duties, such as administrative tasks, which vary depending on the company and inform the candidate if they can complete the role.

Technical skills: These are the hard skills required through training, such as proficiency with Microsoft Office.

Soft skills: These include the interpersonal skills and general abilities the right candidates will possess. For example, the competency to prioritise multiple tasks, handle customer queries and customer complaints, work alone, or build a good relationship with coworkers.

The company’s culture: Highlighting your company culture and values ensures employees thrive and find outstanding job satisfaction. Candidates that are not the right fit won’t waste their time completing the application process, meaning you can focus on qualified individuals and hire in a more timely manner.

Career progression: Including the career path will entice candidates looking for career growth. 

Training and development programs: Smaller companies may need employees with previous experience or provide educational assistance over internal training offered by larger organisations with more significant resources. 

Employee benefits: Compensation and benefits often fail to appear in job ads and while you may want to hold your cards close to your chest, failing to include them is a mistake. Consider answering common questions, such as working hours and paid leave. Researching the average salary for the role in these early stages will ensure you don’t waste your interviewer’s and the candidate’s time.

Skill gaps: Your company may need to bring in new skills beyond those required to complete the key role and duties. Thinking on an organisational level can be beneficial when contemplating skills diversity.

Legal requirements: Ensure your job advert and description does not ask for inappropriate or discriminatory personal details, such as age, marital status, or religion.


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