Customer Care Advisor

Customer 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