Customer Care Advisor

Customer Care Advisor Job Description Template

Our company is looking for a Customer Care Advisor to join our team.


  • Co ordinate orders internally and externally;
  • Take orders from Funeral Directors and Members of the Public;
  • Liaise with colleagues to ensure the best products and services are provided;
  • Handling customers at all levels;
  • Answering calls and emails, ensuring all orders and enquiries are dealt with in a professional and timely manner;
  • Proactively contact customers to inform them of offers and benefits;
  • Enter Invoices onto customer portals;
  • Achieve individual monthly KPIs;
  • Tracking of consignments;
  • Resolving tickets;
  • Aiming to have a first time resolution for all calls;
  • Process replacement sales orders where required;
  • Deal with all enquiries relating to the product guarantee and click and collect orders;
  • Process consumer sample and brochure requests;
  • Respond to telephone calls, e-mails, website enquiries and written communication.


  • Clear communicator, written & verbal;
  • Flexible work-ethic with excellent team working ability;
  • Knowledge of Sage Software;
  • Polite Telephone Manner with a ‘can do’ helpful approach;
  • Knowledge of computer software including Microsoft word, Excel and Database Entry systems;
  • Experience of the funeral trade;
  • Impeccable attention to detail;
  • Self-motivated with bundles of enthusiasm. Happy and able to work flexible hours including evenings and weekends;
  • The ability to flourish in a high pressure, ever-changing environment;
  • Strong attention to detail with the ability to prioritise tasks;
  • Experience in a customer service role;
  • Experience within the health-care industry (desirable);
  • A people person – speaking to customers comes naturally to you;
  • Committed to self-development, always looking for the next opportunity to learn;
  • Exceptional decision-making skills.