Customer service advisor job description template: Everything you need to include

Finding a rockstar customer service advisor who can connect with customers to upsell and cross-sell products, resolve issues with empathy, and quickly adapt to new computer systems is no mean feat.

When so many different skills are needed to succeed at the highest level, you need a job description as impressive as your candidates.  

Don’t worry – we’ve created a comprehensive job description template to help you attract the best customer service talent. 

Always remember that a well-crafted job description is just a starting point. We strongly recommend following a skills-based hiring approach to remove the guesswork and guarantee your applicants have what it takes to excel.

Customer service advisor job description template

Job Title: Customer Service Advisor

Location: [Insert Location]

Reports To: [Manager's Title]

Company Overview

[Company Name] is a dynamic and innovative leader in [specific industry], dedicated to delivering exceptional products and services to our customers. With a commitment to excellence and a focus on continuous improvement, we have established ourselves as a trusted name in the market. 

Mission Statement

Our mission is to exceed customer expectations by delivering exceptional service and innovative solutions. We aim to build lasting relationships with our customers through trust, transparency, and unwavering commitment to quality.

Company Values

• Customer-Centricity: We put our customers at the heart of everything we do. 

• Integrity: We operate with honesty, transparency, and fairness in all our dealings. 

• Innovation: We embrace change and continuously seek new ways to improve our products, services, and processes. 

• Collaboration: We foster a culture of teamwork and mutual respect. 

• Excellence: We strive for excellence in everything we do.

Job Overview

We are looking for a dedicated and enthusiastic Customer Service Advisor to join our team. As a Customer Service Advisor, you will be the first point of contact for our customers, assisting with queries, resolving complaints, and providing information about our products and services. Your role is key in ensuring customer satisfaction and contributing to the overall success of our company.

Key Responsibilities

• Answer customer queries via phone, email, and live chat in a friendly and professional manner.

• Provide accurate product and service information to customers and assist with inquiries.

• Handle customer complaints efficiently, escalating issues to the relevant departments when necessary.

• Process orders, payments, refunds, and updates to customer records in the company database.

• Assist with troubleshooting product-related issues and providing technical support.

• Upsell and cross-sell products and services to meet customer needs.

• Collaborate with internal departments to resolve customer issues promptly.

• Monitor and report on customer feedback to improve service quality.

• Achieve and exceed performance targets and key performance indicators (KPIs).

Skills and Qualifications

• Proven experience in a customer service role, preferably in [specific industry].

• Excellent verbal and written communication skills.

• Strong problem-solving and active listening abilities.

• Ability to stay calm and focused in high-pressure situations.

• Attention to detail and proficiency in data entry.

• Experience with CRM systems and customer service software is preferred.

• Ability to work in a fast-paced environment and handle multiple tasks.

• Flexibility to work various shifts, including evenings and weekends.

Preferred Experience and Education

• Previous experience in a customer service environment.

• Experience in handling both inbound and outbound customer interactions.

• Familiarity with sales processes and techniques is a plus.

Benefits

• [List of benefits, such as healthcare, pension, paid time off, etc.]

• Opportunities for career growth within the customer service department.

• Comprehensive training programs to enhance your skills.

• A supportive and collaborative team environment.

Application Instructions

To apply for this position, please send your [application materials, such as a resume and cover letter] to [email address] by [application deadline]. We look forward to welcoming a new member to our team!

Why this customer service advisor job description template works

Each section of our customer service advisor job description template has been carefully considered to maximize your chances of making the ideal hire. Here’s a breakdown of why the template works so well:

• Starting with an introduction of the company helps candidates see whether they’ll be a culturally good fit for the role. This is particularly important for customer-facing staff as they must embody the company’s ethos with every interaction.

• By clearly outlining the company’s mission statement, we build excitement within candidates who feel the same way. When they can see their goals reflected in the company, this will encourage them to apply.

• After outlining the company values, we highlight the importance of the customer service advisor role. Showing them the value they will add to the company helps set job expectations and ensures you attract candidates with the right work ethic to handle this responsibility.

• We place key responsibilities before requirements to help candidates understand precisely what’s expected from the job and the daily tasks involved. 

Next steps: Attracting and assessing customer service advisor candidates

Now that you’ve created the perfect job description to find your next customer service advisor, post it on all your favorite job boards. When you get a stream of applicants coming in, it’s time to start the candidate assessment process to identify people with the right skills. 

At TestGorilla, we're all about skills-based testing. It's the most reliable way to get an accurate picture of a candidate’s abilities, compared to skimming resumes or relying solely on interviews. Plus, skills-based testing helps you avoid unconscious bias creeping into the hiring process.

With TestGorilla, you can choose from more than 400 tests, all backed by science, to evaluate candidates. Our tests cover everything from specific job skills to soft skills and even personality traits. You can mix and match up to five tests to build a custom assessment, so you can be confident you’re testing for exactly what you need for the position you're filling.

Test Gorilla has a specific job test for customer service. Other tests you might find useful are:

• DISC Personality test

• Problem Solving test

• Communication skills test

The best part? Getting started with TestGorilla couldn’t be easier. Simply request a free live demo or sign up for a free account today.

Once you’ve signed up, explore our expansive test library and start creating an assessment for your open role. Then, send it for candidates to complete at their own pace on the internet-connected device of their choice. It’s as simple as that!

FAQs

What’s the difference between a customer service representative and an advisor?

While the terms are often used interchangeably, a customer service representative will typically handle a high volume of requests that need a quick solution, whereas an advisor will deal with more complex issues and offer personalized assistance.

What are the 5 Cs of customer service?

The 5 Cs of customer service are compensation, culture, communication, compassion, and care.

What is the main goal of a customer service advisor?

The primary goal of a customer service advisor is to deliver exceptional customer service to encourage customer satisfaction for a long-lasting relationship.