Kiltane has been producing luxury cashmere knitwear and accessories for over 30 years and our flagship store on Edinburgh's Royal Mile, surrounded by the city's vibrant culture and history, inspires timeless collections crafted for customers across the globe. With twelve stores across the UK and an established reputation from Chicago to Shanghai, Kiltane is proud of its Scottish heritage and international reach.
Kiltane is now looking for an enthusiastic and proactive Customer Care Advisor to join our growing ecommerce team. The Customer Care Advisor will be a primary contact for our customers, delivering a consistent and personal service that reflects our commitment to quality.
About the role
The role requires strong communication skills, and close attention to detail. The Customer Care Advisor will support customers across multiple channels, including telephone and email, and will resolve issues efficiently, contributing to a seamless end-to-end customer journey.
Duties include but are not limited to:
* Answer customer enquiries via channels such as email, phone, and social
* Ensure all customer enquiries are resolved quickly and effectively, maintaining a high standard of service
* Proactively resolve service issues, identifying patterns or trends and helping to identify solutions
* Accurately and efficiently complete administrative tasks including processing orders and returns
* Work collaboratively with internal teams such as warehouse and store teams, as well as external suppliers, to troubleshoot and resolve issues
* Monitor and respond to customer reviews across relevant platforms, addressing feedback and sharing insights with the wider business
* Complete weekly and monthly department reporting where required
* Assist with ecommerce operations projects if required
Experience required:
* Minimum 1-2 years customer service experience, ideally within ecommerce
* Excellent communication skills, both verbal and written
* High attention to detail and good problem-solving skills
* Strong prioritisation and multi-tasking skills
* Proactive outlook
Reports to
: Head of Ecommerce
Schedule:
Mon-Fri, 9am-5pm