Customer Experience Advisor

Description

Job Title: Customer Experience Advisor – Fashion & Lifestyle Ecommerce

Are you a Customer Experience Advisor with a passion for fashion, ecommerce, and delivering five-star service? A fantastic opportunity has arisen to join a fast-paced online retail business as a Customer Experience Advisor, working full-time from their office in Leeds.

This is a permanent, office-based role paying £30,000 per annum, ideal for someone with experience in ecommerce customer service, a strong understanding of online retail operations, and the ambition to progress into a commercial role.

About the Role:

As a Customer Experience Advisor, you will act as the frontline connection between the business and its customers – handling queries across phone, email, website chat, and social media channels including Instagram, Facebook, and TikTok. You’ll manage orders, returns, refunds, and complaints, all while upholding a five-star customer experience.

You will also work closely with internal teams such as buying, logistics, and commercial to ensure stock accuracy, delivery updates, and product availability are communicated effectively to customers.

Key Responsibilities:

* Handle inbound customer queries via phone, email, website chat, and social media

* Process customer orders, returns, exchanges, and refunds efficiently

* Resolve delivery issues and manage complaints with empathy and professionalism

* Monitor and respond to online reviews, maintaining the company’s 5-star reputation

* Collaborate with internal teams on stock, delivery timelines, and customer feedback

* Provide a seamless, personalised experience across all digital touchpoints

* Support the wider commercial team with insights into customer behaviour and service trends

About You:

* Proven experience in a similar customer service or customer experience role, ideally within an ecommerce or online retail environment

* A strong understanding of how an ecommerce business operates

* Confident communication skills – both written and verbal

* The ability to manage social media queries in a professional tone

* Exceptional attention to detail and problem-solving skills

* Experience handling complaints and delivering positive resolutions

* A keen interest in fashion, lifestyle products, and the broader retail landscape

* A proactive, team-oriented attitude with the desire to grow into a commercial role

This is a brilliant opportunity for a driven Customer Experience Advisor who wants to contribute to a growing brand while gaining exposure to the commercial side of a fast-moving online retail business.

This vacancy is being advertised by POST– Recruitment Ltd, an Employment Agency. Visit our website for more details

Ad ID: 5417202538