Customer Service Advisors

BCT Resourcing; Greater London; On-site; GBP 20,000 - 29,000; Full time

Job summary

BCT Resourcing in the United Kingdom is seeking a Customer Service Advisor to deliver exceptional support, handle enquiries across phone, email, live chat and social channels, and resolve issues with accuracy and empathy.

You will maintain up-to-date CRM records, meet KPIs, follow data protection rules, and contribute to continuous improvement of service processes. A GCSE in English and Maths and prior customer service experience are essential.

Qualifications

• Previous experience in customer service or a customer-facing role.
• GCSEs in English and Maths.
• Ability to work in a fast-paced environment with accuracy.

Responsibilities

• Respond to customer enquiries via phone, email, live chat, and/or social media.
• Resolve customer complaints promptly and professionally.
• Process orders, returns, refunds, or account changes accurately.
• Maintain up-to-date customer records in the CRM system.
• Provide product or service information clearly and confidently.
• Escalate complex issues to senior team members where appropriate.
• Meet individual and team performance targets (KPIs).
• Contribute to continuous improvement of customer service processes.
• Follow company policies, data protection regulations, and compliance standards.

Skills

Verbal communication

Written communication

Active listening

Empathy

Problem solving

Time management

Detail oriented

Team player

CRM familiarity

Technical literacy

Education

GCSE English

GCSE Maths

Job description

Role Overview

The Customer Service Advisor is responsible for delivering exceptional customer support by handling enquiries, resolving issues efficiently, and ensuring a positive customer experience at every touchpoint. The role requires strong communication skills, empathy, and the ability to work in a fast-paced environment while maintaining accuracy and professionalism.

Key Responsibilities

• Respond to customer enquiries via phone, email, live chat, and/or social media
• Resolve customer complaints promptly and professionally
• Process orders, returns, refunds, or account changes accurately
• Maintain up-to-date customer records in the CRM system
• Provide product or service information clearly and confidently
• Escalate complex issues to senior team members where appropriate
• Meet individual and team performance targets (KPIs)
• Contribute to continuous improvement of customer service processes
• Follow company policies, data protection regulations, and compliance standards

Key Skills & Competencies

• Excellent verbal and written communication skills
• Strong active listening skills
• Empathy and patience when handling customer concerns
• Problem-solving and decision-making ability
• Good organisational and time-management skills
• Ability to work under pressure and meet targets
• Strong attention to detail
• Team player with a positive attitude
• Basic IT proficiency (CRM systems, Microsoft Office, email platforms)

Qualifications & Experience

• Essential:Previous experience in customer service or a customer-facing role
• GCSEs (or equivalent) in English and Maths