Full job descriptionCustomer Care Advisor | Manchester City Centre | £27,000 - £30,000 DOE
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.
BH36183