What does a customer service advisor do?
- By Philip Weston
- Published 06/7/2011
- Career
- Unrated
What does a customer service advisor do?
You've seen a vacancy for a customer service advisor job, but don't quite understand what the role entails. What does a customer service advisor do?
A customer service advisor - or CSA - is a vital cog in the mechanics of any company; their value to the success of an organisation should never be underestimated. It is the job of the CSA to not only obtain new business but maintain the existing client base by answering queries and resolving issues.
The primary focus of a CSA is the proactive consideration of customer care, with an emphasis placed on service excellence and accuracy, ensuring that advice provided and work done is right first time.
Skills can be developed on the job, so prior experience isn't always necessary, but there are specific competencies (or behaviours) that employers deem desirable in a CSA applicant, some of which include the following:
Team player: you must be able to work are part of an ensemble, supporting colleagues through peaks and troughs of workload, sharing knowledge and problem solving. A CSA should recognise the importance of working together as a team, towards shared goals and targets.
Communication skills: typically, CSAs will liaise with customers either on the phone or face to face, so need to be personable, articulate and polite. They may need to express written communication, therefore a certain level of spelling and grammar competence is required. There will be times when the message conveyed is not favourable, therefore the CSA will need to be able to successfully give bad news.
Excellent customer service: this is about the fair and consistent treatment of customers. Each organisation will have rules and regulations about what should be disclosed to potential customers, be it reading from a script or ensuring full details have been discussed, plus the fine print. This then negates complaints.
Continuous improvement: the ability to notice when a process isn't working and identify solutions. This may also involve the implementation and monitoring of said solutions or working with colleagues form other teams to ensure changes are put in place and improvements made.
The CSA is a varied and often busy role, but is one that is of utmost importance.
A customer service advisor - or CSA - is a vital cog in the mechanics of any company; their value to the success of an organisation should never be underestimated. It is the job of the CSA to not only obtain new business but maintain the existing client base by answering queries and resolving issues.
The primary focus of a CSA is the proactive consideration of customer care, with an emphasis placed on service excellence and accuracy, ensuring that advice provided and work done is right first time.
Skills can be developed on the job, so prior experience isn't always necessary, but there are specific competencies (or behaviours) that employers deem desirable in a CSA applicant, some of which include the following:
Team player: you must be able to work are part of an ensemble, supporting colleagues through peaks and troughs of workload, sharing knowledge and problem solving. A CSA should recognise the importance of working together as a team, towards shared goals and targets.
Communication skills: typically, CSAs will liaise with customers either on the phone or face to face, so need to be personable, articulate and polite. They may need to express written communication, therefore a certain level of spelling and grammar competence is required. There will be times when the message conveyed is not favourable, therefore the CSA will need to be able to successfully give bad news.
Excellent customer service: this is about the fair and consistent treatment of customers. Each organisation will have rules and regulations about what should be disclosed to potential customers, be it reading from a script or ensuring full details have been discussed, plus the fine print. This then negates complaints.
Continuous improvement: the ability to notice when a process isn't working and identify solutions. This may also involve the implementation and monitoring of said solutions or working with colleagues form other teams to ensure changes are put in place and improvements made.
The CSA is a varied and often busy role, but is one that is of utmost importance.
Philip Weston
Philip Weston is a freelance author and has vast knowledge in telesales job. For more information on telemarketing jobs, he suggests you to visit http://www.randstadstaffing.co.uk
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