Customer Care Advisor

Customer Care Advisor
Location: Warwick
Salary: Competitive + Benefits
Contract: Permanent, Full-Time

About the Role of a Customer Care Advisor 
We are seeking a proactive and customer-focused Customer Care Advisor to join a busy and supportive team. This is a varied role where you will be the first point of contact for customers, handling product-related queries, processing orders, and managing an account base. You will provide high-quality, technically competent advice while ensuring excellent customer experiences across multiple communication channels.

Key Responsibilities of a Customer Care Advisor 

• Act as the initial point of contact for customer enquiries via phone, email, ticketing systems, and online chat.

• Respond to product-related queries, providing brochures, datasheets, product information, and support with registrations.

• Take ownership of an assigned account base, ensuring orders are processed accurately and on time.

• Resolve issues relating to orders, deliveries, and account records, escalating complex queries when necessary.

• Maintain accurate customer records and ensure proactive follow-up on outstanding queries.

• Deliver a first-pass resolution wherever possible and provide triage support for warranty, quality, and spare part requests.

• Liaise with internal teams and external partners to ensure investigations are completed quickly and effectively.

• Promote a customer-first approach, ensuring the team remains a centre of excellence for customer care.

• Support and contribute to continuous improvement initiatives within the department.

Skills & Experience of a Customer Care Advisor 

• Solid and demonstrable experience in customer-facing roles.

• Strong problem-solving skills with a proactive mindset.

• Experience using SAP or other ERP/CRM systems (desirable).

• Excellent IT literacy, particularly with Microsoft Office (Excel, Word, Outlook).

• Ability to manage multiple queries simultaneously across different platforms.

• Strong verbal and written communication skills, with the ability to engage with a wide range of stakeholders.

• Confident, outgoing personality with a genuine passion for customer service.

• Ability to work independently and as part of a team in a fast-paced environment.

INDL