At a Glance
- Tasks: Provide top-notch customer service across digital marketplaces like Amazon and eBay.
- Company: Join a dynamic eCommerce team in Stoke on Trent.
- Benefits: Competitive pay, flexible hours, and opportunities for growth.
- Other info: Exciting role with a chance to improve the customer journey.
- Why this job: Be the voice of the brand and enhance customer experiences daily.
- Qualifications: Previous customer service experience and strong IT skills required.
The predicted salary is between 27900 - 34100 £ per year.
We are looking for a friendly, proactive and customer-focused Customer Service Advisor to join a busy and growing B2C eCommerce team. This is a varied role where you will be responsible for providing an excellent customer experience across a range of digital marketplaces, including the company website, Amazon and eBay. You will support customers throughout their journey, resolving enquiries, managing orders and returns, and working closely with internal teams and external logistics partners.
The Role
- Responding to customer enquiries via telephone, email, webchat and online marketplaces
- Providing excellent customer service across website, Amazon, eBay and other digital channels
- Managing customer accounts, including updating details and placing manual orders
- Liaising with third-party logistics providers (3PL) to ensure orders are processed and dispatched within agreed timescales
- Investigating and resolving lost, delayed or incorrect deliveries
- Managing customer returns and working with Quality and Product teams to achieve positive outcomes
- Building professional and positive relationships with customers
- Identifying recurring customer issues and suggesting improvements to website content and product listings
- Working closely with internal departments to provide a smooth and consistent customer experience
- Liaising with Marketing regarding upcoming B2C campaigns and increased customer activity
- Ensuring all customer communications are professional and in line with brand guidelines
About You
- Previous customer service experience, ideally within eCommerce, retail or a B2C environment
- A confident and professional telephone manner
- Strong IT and computer skills
- The ability to manage multiple enquiries, priorities and deadlines
- A proactive, problem-solving approach
- The confidence to make decisions while balancing customer satisfaction with business requirements
- The ability to work effectively with different teams and departments
- A genuine passion for delivering an excellent customer experience
Experience working with eCommerce platforms, Amazon, eBay, online orders or logistics providers would be particularly advantageous.
Why Apply?
This is an excellent opportunity for an experienced Customer Service Advisor who enjoys problem-solving and wants to work in a varied eCommerce customer service environment. You will have the opportunity to work across multiple digital channels and play an important role in continually improving the customer journey.
Customer Service Ecommerce employer: NOVELUS LTD
Join a dynamic team in Stoke on Trent where your expertise as a Technical Compliance & Certification Coordinator will be valued and nurtured. We pride ourselves on fostering a collaborative work culture that encourages professional growth, offering opportunities for continuous learning and development. With competitive benefits and a commitment to employee well-being, we provide a rewarding environment for those seeking meaningful contributions in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Ecommerce
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at NOVELUS LTD. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like NOVELUS LTD before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Ecommerce
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to NOVELUS LTD:Your cover letter is your chance to shine! Tell us why you want to work at NOVELUS LTD specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at NOVELUS LTD!
How to prepare for a job interview at NOVELUS LTD
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
