Customer Service Advisor

Proman; Liverpool; On-site; GBP 24,000 - 27,000; Full time

Job summary

Proman is seeking a Customer Service Advisor in Liverpool on a hybrid basis. The role supports an emergency assistance campaign for a premium automotive brand, handling sensitive calls with empathy and professionalism.

You will manage inquiries via multiple channels, gather information, and work to SLAs while assisting customers in high-pressure situations and coordinating with emergency services when required.

Qualifications

• Experience in busy customer service or contact centre environments.
• Ability to handle high volumes of inquiries efficiently.
• Excellent verbal and written communication skills.
• Strong problem-solving and complaint-handling abilities.
• Confident using CRM systems and computer applications.
• Ability to stay calm and professional in high-pressure situations.

Responsibilities

• Deliver a professional, friendly service to customers at all times.
• Manage enquiries via phone and digital channels.
• Understand customer needs to provide effective solutions.
• Maintain high-quality customer experience in line with SLAs.
• Accurately capture and maintain customer information in CRM.
• Handle complaints and resolve issues efficiently and professionally.
• Support customers during emergencies involving vehicles or breakdowns.
• Escalate urgent cases per company procedures.
• Collaborate with internal teams to resolve issues quickly.
• Maintain accuracy and attention to detail in all interactions.

Skills

Customer service experience

High volume handling

Verbal and written communication

Problem solving / complaint handling

CRM systems proficiency

Calm under pressure

Tools

CRM software

MS Office

Job description

Customer Service Advisor

Location: Liverpool (Hybrid Working)

Temporary ongoing

Pay Rate: £12.94 per hour

Hours: 37.5 hours per week

Shift Pattern: Monday to Sunday on a rota basis

08:30am - 4:30pm

10:00am - 6:00pm

12:30pm - 8:30pm

Customer Service Advisor

About the Role

This role supports an emergency assistance campaign for a premium automotive brand. Some customer interactions may involve drivers who have been involved in vehicle accidents or emergency situations.

Candidates should be comfortable handling sensitive and potentially distressing calls in a calm, professional, and empathetic manner while providing reassurance and support to customers during challenging situations.

Customer Service Advisor

Key Responsibilities

• Deliver a professional, friendly, and customer-focused service at all times
• Manage customer enquiries via phone and digital communication channels
• Build a clear understanding of customer needs to provide effective solutions
• Deliver a high-quality customer experience in line with company standards and SLAs
• Accurately capture and maintain customer information using CRM systems
• Handle customer complaints and resolve issues efficiently and professionally
• Support customers during emergency or high-pressure situations involving vehicle accidents or breakdowns
• Contact emergency services, including police, ambulance, or roadside assistance providers where required
• Accurately gather and relay critical information to emergency support teams
• Handle sensitive or potentially distressing calls in a calm, professional, and empathetic manner
• Escalate complex, urgent, or emergency cases appropriately in line with company procedures
• Work collaboratively with internal teams to ensure customer issues are resolved efficiently
• Maintain a high level of accuracy and attention to detail in all customer interactions

Customer Service Advisor

Requirements

• Previous experience within a busy customer service or contact centre environment
• Strong background in handling high volumes of customer enquiries
• Excellent verbal and written communication skills
• Strong problem-solving and complaint-handling abilities
• Confident using CRM systems and computer applications
• Ability to remain calm and professional in high-pressure or emergency situations
• Strong listening skills and attention to detail
• Positive, proactive, and customer-focused attitude
• Strong emotional resilience and empathy when handling sensitive situations
• Flexible approach to working shifts, including weekends
• Desirable Experience
• Previous experience within the automotive, travel, hospitality, emergency services, or roadside assistance sectors
• Experience working to KPIs and service level agreements within a contact centre environment
• Experience handling sensitive or escalated customer situations

Keywords:

Customer Service Advisor, Customer Support Administrator, Order Management Administrator, Customer Experience Coordinator, Sales Support Administrator, Customer Care Advisor, Order Processing Administrator, Customer Operations Administrator.