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- Tasks: Support customers via phone and email, resolving issues for a seamless experience.
- Company: Kiltane, an Edinburgh brand specialising in luxurious cashmere.
- Benefits: Competitive salary, supportive team environment, and opportunities for growth.
- Why this job: Join a passionate team and make a difference in customer experiences.
- Qualifications: 1-2 years in customer service, excellent communication, and problem-solving skills.
- Other info: Collaborative culture with a focus on continuous improvement and feedback.
The predicted salary is between 24000 - 36000 £ per year.
We are Kiltane, an Edinburgh based brand specialising in cashmere and dedicated to creating easy-to-wear timeless luxury for everyday living.
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
Ecommerce Customer Care Advisor employer: Kiltane
Contact Detail:
Kiltane Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Ecommerce Customer Care Advisor
✨Tip Number 1
Get to know Kiltane and their products inside out! When you’re chatting with them, show off your knowledge about cashmere and their brand values. It’ll make you stand out as someone who genuinely cares about what they do.
✨Tip Number 2
Practice your communication skills! Whether it’s over the phone or via email, being clear and friendly is key. Try role-playing with a friend to nail down how you’d handle tricky customer queries.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experience where you’ve turned a customer’s frown upside down. This will demonstrate your ability to resolve issues efficiently, just like they need.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Ecommerce Customer Care Advisor
Some tips for your application 🫡
Show Off Your Communication Skills: Since the role is all about communication, make sure your written application reflects your ability to convey information clearly and effectively. Use a friendly tone and keep it professional – we want to see how you can connect with customers!
Pay Attention to Detail: We love candidates who are detail-oriented! Double-check your application for any typos or errors. A polished application shows us that you care about quality, which is super important in customer care.
Highlight Relevant Experience: Make sure to mention any previous customer service experience, especially in ecommerce. Share specific examples of how you've resolved issues or improved customer satisfaction – this will help us see how you'd fit into our team!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're keen on joining our Kiltane family!
How to prepare for a job interview at Kiltane
✨Know the Brand Inside Out
Before your interview, take some time to research Kiltane and its cashmere products. Understand their values and what makes them unique in the luxury market. This will not only show your genuine interest but also help you tailor your answers to align with their brand ethos.
✨Showcase Your Communication Skills
As a Customer Care Advisor, communication is key. Prepare examples from your past experience where you effectively resolved customer issues or handled difficult situations. Practise articulating these scenarios clearly, as this will demonstrate your ability to communicate well both verbally and in writing.
✨Highlight Attention to Detail
Given the role's emphasis on detail, be ready to discuss how you've successfully managed tasks that required precision. Whether it’s processing orders or addressing customer feedback, share specific instances where your attention to detail made a difference in the outcome.
✨Prepare for Problem-Solving Questions
Expect questions that assess your problem-solving skills. Think of common customer service challenges and how you would approach them. Be prepared to discuss patterns you've noticed in customer inquiries and how you proactively addressed them in previous roles.