Customer Service Advisor

Jobtailor; Lancaster; On-site; GBP 21,000 - 32,000; Full time

Job summary

Jobtailor in Lancaster, United Kingdom is seeking a dedicated customer service professional to act as the first point of contact for customers. You will support via phone, email, web chat and online forms, resolving enquiries with empathy and efficiency while building strong relationships and maintaining accurate CRM records.

The role requires excellent verbal and written communication, strong problem-solving and the ability to manage multiple priorities.

Qualifications

• Passionate about delivering excellent customer service.
• Professional and customer-focused approach to resolving queries.
• Excellent verbal and written communication skills.
• Confidence handling interactions by phone, email, web chat, and other channels.
• Strong problem-solving skills are essential.

Responsibilities

• Act as a first point of contact for customers across channels.
• Support customers via phone, email, web chat, and online forms.
• Handle enquiries professionally and focus on positive outcomes.
• Build strong customer relationships through timely support.
• Manage enquiries and coordinate with specialist teams as needed.
• Provide customers with guidance, training, and practical solutions.
• Develop expertise in products, services, and systems.
• Contribute to customer resources and maintain CRM records.
• Support customer communications and email campaigns.
• Share ideas and gather customer feedback to improve experience.
• Collaborate with teams across the business to drive improvements.

Skills

Verbal communication

Written communication

Problem-solving

Organization

Prioritization

Empathy

Listening

Adaptability

Collaboration

Independence

Tools

CRM Systems

MS Office

Database Management

Email Campaign Tools

Web Chat Platforms

Online Forms

ICT Systems

Job description

• Act as a first point of contact for customers
• Support customers via phone, email, web chat, and online forms
• Handle enquiries professionally and efficiently, focusing on positive outcomes
• Build strong customer relationships through timely support
• Manage enquiries and coordinate with specialist teams when additional assistance is required
• Provide customers with guidance, training, and practical solutions
• Develop expertise in products, services, and systems
• Contribute to the creation of customer resources
• Maintain accurate records within the CRM system
• Support customer communications and email campaigns
• Share ideas and gather customer feedback
• Identify opportunities to improve the customer experience and ways of working
• Collaborate with teams across the business to drive improvements

Requirements

• Passionate about delivering excellent customer service
• Professional and customer-focused approach to resolving queries and supporting customers
• Excellent verbal and written communication skills
• Confidence handling customer interactions by phone, email, web chat, and other digital channels
• Strong problem-solving skills
• Ability to listen, understand customer needs, show empathy, and provide effective solutions
• Well-organised and able to manage multiple priorities and deadlines
• Ability to achieve agreed service standards and targets
• Competent use of ICT systems, including databases, CRM systems, Microsoft Office applications, and other business technologies
• Collaborative team player with a positive attitude towards learning, change, and continuous improvement
• Ability to work independently when required
• This job does not meet the eligibility requirements to qualify for visa sponsorship

Core Competencies

Demonstrates expertise in customer service delivery, effectively managing customer interactions across various channels while maintaining accurate records in CRM systems. Strong problem-solving abilities and a collaborative approach to improving customer experiences are essential.

Highest-signal resume keywords

• Customer Service Excellence
• CRM System Proficiency
• Verbal And Written Communication
• Problem-Solving Skills
• Collaboration And Teamwork

Hard Skills

• CRM Systems
• Microsoft Office Applications
• Database Management
• Customer Support
• Enquiry Handling

Soft Skills

• Empathy
• Organizational Skills
• Positive Attitude
• Listening Skills
• Adaptability

Industry Keywords

• Customer Relationship Management
• Customer Experience Improvement
• Customer Feedback
• Customer Training
• Service Standards

Tools & Technologies

• ICT Systems
• Email Campaign Tools
• Web Chat Platforms
• Online Forms