Customer Experience Advisor (Phone & Support)

Job Description: Customer Services Advisor (Telephone / Contact Centre)

Purpose:To provide a high-quality customer service experience by handling telephone enquiries, resolving customer issues efficiently, and ensuring accurate recording of all interactions.

Key Responsibilities

• Handle incoming calls from customers, responding to a wide range of enquiries
• Resolve customer queries at the first point of contact wherever possible
• Accurately update internal systems with customer details and service requests
• Manage complaints in a professional and empathetic manner, following procedures
• Provide clear and accurate information about services and processes
• Promote self-service options and other service improvements where appropriate
• Work collaboratively with team members to maintain service levels

Skills & Experience

• Strong customer service and communication skills
• Ability to handle challenging or sensitive situations calmly
• Good IT skills and experience using multiple systems
• Attention to detail and accurate data entry
• Experience in a call centre or customer-facing role (desirable)

Personal Attributes

• Customer-focused and professional
• Reliable and flexible
• Positive attitude and willingness to learn
• Able to work independently and as part of a team

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