what is a customer service advisor?

As a customer service advisor, you speak directly with customers. If there is a question, complaint or comment, you work with the customer to resolve any issues. Some advisors work face-to-face with customers in a store or restaurant. Others talk to customers online or over the phone. Since customers count on customer service support to get answers, you should be approachable, well-trained and eager to help. Advisors tend to be go-getters who take their training seriously and ask questions to offer the best customer service.

Customer service advisors aren't just representing themselves; they represent the company as a whole. Advisors are patient, understanding and willing to listen to customers when they have a complaint about the business or service. Some advisors exclusively take complaints over the phone.

Customer service advisors work in various business sectors, including sales, retail, automotive, healthcare, food service and education. Since most companies interact with customers to an extent, customer service advisors provide a valuable service.

Would working as a customer service advisor suit your active listening skills? Then read on to find out what competencies and qualifications you need to thrive in a customer service advisor role.

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average customer service advisor salary

According to National Careers, the median compensation package of a customer service advisor is £17,000 per year for entry-level positions. With additional skills and experience, your earnings can increase to over £25,000 annually. The pay structure of customer service advisors usually differs if they work part-time or full-time positions. The hourly rates for working during the day may be lower than working unsociable hours like night shifts.

what affects the salary of a customer service advisor?

The compensation package of a customer service advisor usually depends on the business sector. For instance, working in a food service and retail business attracts a lower salary than working in technology or financial services. Working in in-demand fields often increases your compensation. Your work experience and skills also define your earnings. For instance, you attract higher wages if you have some experience and educational qualifications. Some locations offer better pay due to the demand for customer service advisors. For instance, working in large cities rather than small towns improves your salary prospects.

smiling office woman
smiling office woman

types of customer service advisors

The term 'customer service advisor' covers many jobs. Generally, the main types of customer service advisors include:

  • in-person customer service advisors: you offer support to customers who visit the company premises. You answer queries and resolve their issues with the products. You also direct customers to colleagues who can help them.
  • phone customer service advisors: most customer service advisors who work in call centres answer questions and respond to customer requests or complaints over the phone.
  • social media support: you keep an eye on social media pages and comments. You create posts on behalf of the company and respond to questions and issues raised on social media.

working as a customer service advisor

Working as a customer service advisor involves interacting with customers on various platforms. To succeed in the role, it is essential to be an engaged and active listener.


education and skills

Some of the ways to get into the role include:

  • college course: to become a customer service advisor, you should take a college course. Some courses available include a Level 1 Certificate in customer service or a Level 2 Certificate in contact centre operations. The entry requirements for Level 2 courses include 2 GCSEs at grades 9 to 3, while the Level 1 course requires 2 GCSEs at grades 3 to 1.
  • apprenticeship: join apprenticeship opportunities like customer service intermediate apprenticeship or advanced apprenticeship as a customer service specialist. You will complete the training as you gain work experience.

skills and competencies

Some of the qualities of a customer service advisor include:

  • active listening: active listening skills enable you to be attentive to people's issues and respond appropriately to solve the problem.
  • empathy: it is crucial to understand other people's feelings. Your empathy also creates a good impression, so the customer feels understood and appreciated.
  • problem-solving skills: with problem-solving skills, you can identify the source of customers' issues and recommend solutions. You walk customers through trouble-shooting problems and direct them to a technician.
co-worker walking together
co-worker walking together


FAQs about working as a customer service advisor

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