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At Pertemps,
The average salary for:

Customer Service Advisers
in Wales is
£31,284

Salary Ranges for this role

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JOB DESCRIPTION

A Customer Service Adviser plays a key role in providing support and assistance to customers, addressing inquiries, resolving issues, and ensuring a positive customer experience. This position involves effective communication, problem-solving, and a commitment to delivering high-quality service.

QUALIFICATIONS

There are no formal academic entry requirements, although many employers expect candidates to possess GCSEs/S grades. Training is typically provided on-the-job, supplemented by specialist short courses.

TASKS

  • Interact with customers through various channels, including phone calls, emails, chat, and in-person interactions..
  • Provide information, answer inquiries, and offer assistance in a courteous and professional manner..
  • Identify and resolve customer concerns, complaints, or issues promptly and effectively..
  • Escalate complex issues to appropriate channels for further investigation and resolution..
  • Develop a deep understanding of the company's products or services to provide accurate and helpful information to customers..
  • Stay informed about updates, promotions, and changes in products or services..
  • Communicate clearly and effectively, ensuring that customers understand the information provided..
  • Use active listening skills to comprehend customer needs and concerns..
  • Document customer interactions, issues, and resolutions accurately in the customer relationship management (CRM) system..
  • Maintain detailed and organized records for reference and reporting purposes..
  • Analyse customer problems and find practical solutions, aiming for a positive resolution..
  • Collaborate with other departments or teams to address customer issues when necessary..
  • Gather and relay customer feedback to the relevant departments to contribute to continuous improvement efforts..
  • Identify patterns or trends in customer inquiries for proactive problem-solving..
  • Ensure compliance with company policies, procedures, and service standards..
  • Uphold ethical standards and maintain customer confidentiality..
  • Identify opportunities to cross-sell or up-sell products or services based on customer needs..
  • Provide additional information to customers about relevant offerings..
  • Collaborate with other customer service advisers and teams to share knowledge and best practices..
  • Participate in team meetings and training sessions..