Customer Care Advisor

Customer Care Advisor | Manchester City Centre | £30,000

Hours: Monday - Friday, 9am - 5pm
Hybrid Working - 2 days office based, 3 days from home

We are currently recruiting on behalf of a fast-growing fashion brand for an experienced Customer Care Advisor to join their expanding team.

This is an exciting opportunity to join a scaling e-commerce business where customer experience is at the forefront of everything they do. The successful candidate will play a key role in delivering a first-class service and maintaining excellent customer satisfaction and Trustpilot reviews.

Customer Care Advisor Key Responsibilities:

Managing all customer email enquiries in a professional and timely manner
Handling refunds, returns and exchanges efficiently
Resolving customer complaints with empathy and a solution-focused approach
Responding to delivery and order tracking enquiries
Supporting customers throughout their full online purchasing journey
Maintaining and improving customer satisfaction and Trustpilot ratings
Liaising with internal teams and couriers to resolve customer issues quickly
Updating customer records accurately across internal systems
Identifying recurring customer issues and suggesting process improvements
Ensuring all SLAs and response time targets are consistently achieved
Providing a personalised and positive customer experience with every interaction
Supporting during peak trading periods and product launches

Customer Care Advisor Skills Required:

Previous experience within a customer service role
Experience working within an e-commerce environment would be advantageous
Confident handling high volumes of customer enquiries
Excellent written communication skills and attention to detail
Experience using Shopify
Experience using Gorgias is highly desirable, although not essential
Strong problem-solving skills and the ability to remain calm under pressure
A proactive and positive attitude with a genuine passion for customer experience

Customer Care Advisor Benefits:

Hybrid working - 3 days working from home
20 days holiday + birthday off + bank holidays
NEST pension scheme
Volunteer days
Opportunity to join a growing brand with ambitious expansion plans
Supportive and collaborative team environmentThis is a fantastic opportunity for a customer-focused professional looking to join a brand that is truly going places and make a real impact within a growing business.

BBBH36183