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 environment
This 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.
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