Customer Service Advisor (Email & Live Chat) Role Summary We are seeking a Customer Service Advisor (Email & Live Chat) to provide exceptional live chat support to our customers. In this role, you will be responsible for handling a high volume of customer inquiries, troubleshooting issues, and resolving complaints through live chat. The ideal candidate is tech-savvy, solution-oriented, and able to maintain a friendly and professional demeanour in a fast-paced environment. Responsibilities • Respond to customer inquiries via live chat in a timely and efficient manner. • Provide accurate information about products, services, policies, and technical troubleshooting. • Resolve customer issues by identifying the problem, guiding them through steps to resolve, or escalating to the appropriate team when necessary. • Track customer interactions by logging all relevant information into the company's CRM system. • Maintain a high level of customer satisfaction by delivering personalized and empathetic customer service. • Multi-task by managing several live chat conversations at once while ensuring each customer feels attended to. • Collaborate with other departments (Sales, Technical Support, etc.) to ensure customer issues are resolved comprehensively. • Provide feedback to management on frequently asked questions or issues that may need additional support or clarity. • Stay updated on product and service knowledge, as well as company policies, to provide the most effective support. • Meet or exceed KPIs related to response time, resolution time, and customer satisfaction scores. Experience, Qualifications & Skills • Previous experience in customer service, preferably in a live chat support role. • Excellent written communication skills with attention to detail. • Strong problem-solving skills and the ability to think critically in real-time situations. • Ability to multi-task and manage multiple conversations simultaneously. • Technical aptitude to learn and navigate CRM systems, live chat platforms, and other tools. • A customer-first mindset and the ability to remain calm under pressure What we offer • 23 days holiday per year (increasing with length of service) • Your birthday off (paid) • 4 x salary life assurance • £500 to spend on your physical or mental wellbeing (think gym memberships, spa days etc) • Company pension • Healthcare including 24/7 GP advise & mental health helpline • Discounts at hundreds of brands you know and love • Employee assistance programme • Competitive salary • Discretionary lunch provided to assist with cost of living Working pattern • Monday-Friday / 09:00am – 05:00pm • Office based at SP1 3TB - Salisbury: reliably commute or plan to relocate before starting work (required) • Full time • Work authorisation - United Kingdom (required) Interested? Want to know more? Apply today