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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Customer Care Advisor in Manchester employer: Confidential
As a leading employer in the data centre operations sector, we offer an exceptional work environment that prioritises employee growth and development. Our collaborative culture fosters innovation and accountability, while our commitment to safety and operational excellence ensures that you will be part of a team that values your contributions. With opportunities for international travel and the chance to lead critical operations across the EMEA region, this role provides a unique platform for impactful leadership and career advancement.
