Customer Care Advisor

The Box; City Of London; Hybride; GBP 17 000 - 24 000; Plein temps

Résumé du poste

The Box London is hiring a Customer Care Advisor for a short-term temporary role. The position supports customers across phone, email and live chat, with a focus on efficient orders, returns and issue resolution during a busy peak trading period.

The role is hybrid, combining in-store duties at Hackney with remote work, and requires full-time availability, including weekends if needed. Candidates should have solid customer service experience, strong communication skills, and the ability to

Qualifications

• Strong written and verbal communication skills.
• Confidence handling complaints and challenging conversations.
• Good problem-solving skills and the initiative to use them.
• Excellent organisation, attention to detail and record-keeping.
• Ability to juggle multiple queries in a fast-paced environment.

Responsabilités

• Handle customer queries across phone, email and live chat with timely, empathetic and professional responses.
• Track orders and shipments to keep deliveries running smoothly.
• Process returns and refunds.
• Resolve queries within agreed SLAs and work towards customer service targets.
• Work with brands to resolve queries that involve them, applying professional behaviour at all times.
• Handle complaints and difficult conversations with good judgement.
• Keep accurate case notes and records of customer interactions.
• Spot recurring issues and feed them back to the relevant teams.
• Work with colleagues across the business to resolve issues and improve the customer experience.

Connaissances

Written communication

Verbal communication

Problem solving

Organization

Multitasking

Team player

Home working setup

Outils

Shopify

Gorgias

Zendesk

Description du poste

The Box London Customer Care Advisor

Temporary (4 weeks, with possible extension)

Hybrid: Hackney store / remote

Pay scale: £15.00 per hour

Full-time: Mon-Fri

Start: w/c 16th November 2026, or as soon as possible

About us

The Box London runs luxury sample sales in-store and online with some of the best-known names in fashion. We’re looking for confident, hands-on Customer Care Advisors to support our customers through our busy peak trading period.

Please read before applying

To be considered, you must have:

• Previous customer service experience
• Availability for 40 hours per week: 5 Monday to Friday, 9am–6pm
• Availability for an initial 4-week contract, with the possibility to extend
• Ability to work on a hybrid basis between our Hackney store and home
• Availability to start within November 2026

The role

You will:

• Handle customer queries across phone, email and live chat with timely, empathetic and professional responses
• Track orders and shipments to keep deliveries running smoothly
• Process returns and refunds
• Resolve queries within agreed SLAs and work towards customer service targets
• Work with brands to resolve queries that involve them, applying professional behaviour at all times
• Handle complaints and difficult conversations with good judgement
• Keep accurate case notes and records of customer interactions
• Spot recurring issues and feed them back to the relevant teams
• Work with colleagues across the business to resolve issues and improve the customer experience

What we’re looking for

Essential

• Strong written and verbal communication skills
• Confidence handling complaints and challenging conversations
• Good problem-solving skills and the initiative to use them
• Excellent organisation, attention to detail and record-keeping
• Ability to juggle multiple queries in a fast-paced environment
• A reliable, target-driven, positive team player
• A quiet, reliable home working setup with a stable internet connection

Desirable

• Experience with Shopify
• Experience with customer service platforms such as Gorgias or Zendesk
• Experience in e-commerce, fashion or retail

Interview process

Video interviews will be held