Hybrid Customer Care Advisor Manchester City Centre 28,000 Monday-Friday 9am-5pm Hybrid – 2/3 days office-based We’re currently recruiting for an exciting opportunity with a fast-growing fashion and e-commerce brand that is continuing to scale. They’re looking for an experienced Customer Care Advisor to join their growing team and play a key role in delivering an exceptional customer experience. This is a fantastic opportunity for someone who genuinely enjoys helping customers, solving problems and being part of a fast-paced, ambitious business.
Key Responsibilities
- Manage customer enquiries via email in a professional, friendly and timely manner
- Handle refunds, returns and exchanges efficiently and accurately
- Resolve customer complaints with empathy and a solution-focused approach
- Respond to delivery, order tracking and product enquiries
- Support customers throughout their complete online purchasing journey
- Deliver a consistently positive and personalised customer experience
- Help maintain and improve customer satisfaction and Trustpilot ratings
- Liaise with internal teams, warehouses and couriers to resolve customer issues quickly
- Accurately update customer records and information across internal systems
- Identify recurring customer issues and suggest improvements to processes and the wider customer journey
- Consistently achieve agreed SLAs and response time targets
- Provide additional support during peak trading periods, product launches and other key business moments
About You
- Previous experience in a customer service or customer care role
- Experience within an e-commerce environment would be advantageous
- Experience managing a high volume of customer enquiries
- Excellent written communication skills and strong attention to detail
- Experience using Shopify
- Experience using Gorgias is highly desirable
- Strong problem-solving skills and a calm, professional approach when dealing with challenging situations
- A proactive, positive attitude with a genuine passion for customer experience
- The ability to work independently while also being a collaborative team player
Benefits
- 28,000 salary
- Monday-Friday, 9am-5pm
- Hybrid working
- 2/3 days from home
- 20 days’ annual leave + your birthday off + bank holidays
- NEST pension scheme
- Volunteer days
- Opportunity to join a rapidly growing fashion and e-commerce brand
- Supportive and collaborative working environment
- Opportunity to make a genuine impact as the business continues to scale
The Opportunity
This is a great opportunity for a customer-focused professional who wants to join an ambitious, growing brand where customer experience is genuinely valued. If you have strong customer service experience, enjoy working in a fast-paced e-commerce environment and have experience with Gorgias and Shopify, we’d love to hear from you. BH37508
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