Customer Care Advisor

Description

Hybrid Customer Care Advisor Manchester City Centre 28,000

Monday-Friday 9am-5pm Hybrid - 2/3 days office-based

We're currently recruiting for an exciting opportunity with a fast-growing fashion and e-commerce brand that is continuing to scale.

They're looking for an experienced Customer Care Advisor to join their growing team and play a key role in delivering an exceptional customer experience. This is a fantastic opportunity for someone who genuinely enjoys helping customers, solving problems and being part of a fast-paced, ambitious business.

You'll be responsible for managing customer enquiries across the full online purchasing journey, from initial queries through to delivery, returns and aftercare. You'll also have the opportunity to contribute ideas and help improve customer service processes as the business continues to grow.

Key Responsibilities

Manage customer enquiries via email in a professional, friendly and timely mannerHandle refunds, returns and exchanges efficiently and accuratelyResolve customer complaints with empathy and a solution-focused approachRespond to delivery, order tracking and product enquiriesSupport customers throughout their complete online purchasing journeyDeliver a consistently positive and personalised customer experienceHelp maintain and improve customer satisfaction and Trustpilot ratingsLiaise with internal teams, warehouses and couriers to resolve customer issues quicklyAccurately update customer records and information across internal systemsIdentify recurring customer issues and suggest improvements to processes and the wider customer journeyConsistently achieve agreed SLAs and response time targetsProvide additional support during peak trading periods, product launches and other key business momentsAbout You

We're looking for someone who is confident, personable and genuinely passionate about delivering great customer service.

You'll ideally have:

Previous experience in a customer service or customer care roleExperience within an e-commerce environment would be advantageousExperience managing a high volume of customer enquiriesExcellent written communication skills and strong attention to detailExperience using ShopifyExperience using Gorgias is highly desirableStrong problem-solving skills and a calm, professional approach when dealing with challenging situationsA proactive, positive attitude with a genuine passion for customer experienceThe ability to work independently while also being a collaborative team playerBenefits

28,000 salaryMonday-Friday, 9am-5pmHybrid working - 2/3 days from home20 days' annual leave + your birthday off + bank holidaysNEST pension schemeVolunteer daysOpportunity to join a rapidly growing fashion and e-commerce brandSupportive and collaborative working environmentOpportunity to make a genuine impact as the business continues to scaleThe Opportunity

This is a great opportunity for a customer-focused professional who wants to join an ambitious, growing brand where customer experience is genuinely valued.

If you have strong customer service experience, enjoy working in a fast-paced e-commerce environment and have experience with Gorgias and Shopify, we'd love to hear from you.

BH37508

Ad ID: 5419079272