A customer service adviser is a customer service professional who has expertise regarding products or services offered by an organisation. These professionals often handle complex customer questions, complaints and special orders that require additional attention or experience to ensure customers are satisfied with the product or services offered.
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Most employers require GCSEs. Organisations that offer technical products or services may require a bachelor's degree in a technology discipline such as engineering or information technology. Qualitative skills include good computer skills and the ability to use customer relationship management (CRM) software and databases. Excellent verbal communication skills are also required.
Handling and resolving complex customer inquiries includes working with customers to obtain information over the phone, through e-mail or in person. These professionals then investigate the customers' requests by following customer and company records to provide assistance or provide new products or services. This can involve expediting orders, providing technical assistance to customers, and making decisions on how to best resolve any issues such as refunding costs, offering free services or making adjustments to the customers' accounts.
Along with offering expertise to customers regarding products or services, a customer service adviser acts as the customers' advocate. This includes maintaining records of complaints and customer feedback to share with product development teams, and working with other departments within an organisation to improve or assist in the development of new products or services for current and future customers.
Salary for this occupation depends on the industry and required skills. Because this occupation plays a key role in maintaining customers, some employers may offer a bonus based on the organisation's overall revenues. In April 2010, CBSalary.com lists a national average salary of £43,587 per year.