What does being a Customer Service Advisor involve?

Customer Service roles vary in the automotive industry!

They can be a meet and greet role offering refreshments and ensuring that customers & visitors are looked after.

You’ll also find roles called Service Advisors, Receptionists and Customer Service Assistants (CSAs). The CSA roles can be Customer facing in a sales or repair facility or be in a contact centre answering calls and emails.

The main thing is they work with internal and external customers, making sure that communication is maintained and that they deliver excellent customer service in whatever role they do.

 

What could you be doing?

As a Customer Service Advisor in a service/repair facility, you can often expect to:

• Book customers in
• Update customers with how the repairs they have asked for are progressing
• Organising courtesy vehicles for customers who are waiting for their own vehicle to be repaired
• Keeping providers updated with any issues
• Communicating with customers and team members via phone calls, emails and face to face

 

What life and work skills are useful for getting started?

You will shine as a Customer Service Advisor if you…

• Have great communication skills to help customers and listen to their needs
• Have a positive attitude to help customers feel they are in safe hands
• Have great teamwork skills to work well with your manager and other team members
• Are able to use your initiative once you are trained
• Have good problem solving skills and an eye for detail so that you can quickly decide what a customer needs and get their information and requests correct when booking them in for repairs

 

Useful qualifications

A minimum of grade 4 (formerly C Grade) in English & Maths (GCSE or equivalent) is often but not always required.

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