Customer Service Advisor

As a Customer Service Advisor, you will ensure our customers have the best retail experience, regardless of which platform they use. We have a focus on putting the customer first and need our people to be the “Voice of the Customer” - to help shape what we do and how we do it.

Responsibilities:

- Respond to customer enquiries from all platforms including Ebay, TikTok, Shopify websites, Mirakl marketplace and social media platforms.
- Resolve customer queries where possible. Where it is not possible, ensure the customer is kept informed and escalate the issue to the Customer Services Manager.
- Respond directly on Amazon to customer reviews and product queries, making sure that all responses are actioned within 24 hours.
- Monitor shipping and fulfilment times across all platforms and flag with manager and channel owners, if and when, agreed timescales have not been met.
- Complete returns process upon receipt of relevant forms from warehouse.
- Add new customer accounts to relevant systems as and when requested
- Process Trade orders daily, deputising for other colleagues and assist with order processing as required – Amazon, Wayfair, eBay, major school wholesalers and independent online retailers throughout the UK and EU
- Log potential product issues and escalate to Manager.

Essential Skills & Experience

- Fluent spoken and written English
- At least 1 years experience in a remote support role with an online retailer
- Direct experience of working with the Amazon platform - Shopify & Ebay a plus
- Working knowledge of Edesk, Zendesk, or similar customer service tool