Customer Service Ecommerce

Novelus Ltd • Temporary • Stoke-on-Trent, Stoke-on-Trent, England, United Kingdom • £25k - £27k / year • 2d ago

Customer Service Advisor – eCommerce for our Stoke on Trent.

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’ll be responsible for providing an excellent customer experience across a range of digital marketplaces, including the company website, Amazon and eBay. You’ll support customers throughout their journey, resolving enquiries, managing orders and returns, and working closely with internal teams and external logistics partners.

The Role

Your day-to-day responsibilities will include:

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

We’re looking for someone who has:

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’ll have the opportunity to work across multiple digital channels and play an important role in continually improving the customer journey.

Apply today for immediate consideration.

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