Customer Care Advisor

Zachary Daniels; Manchester; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

20 days' annual leave

Birthday off

Bank holidays

Hybrid working

Job summary

Zachary Daniels is recruiting for a Hybrid Customer Care Advisor in Manchester City Centre to support a fast-growing fashion and e-commerce brand. The role involves managing the full customer journey from initial enquiry to delivery, returns and aftercare, with a focus on delivering an exceptional customer experience.

The ideal candidate will have customer service experience, e-commerce exposure, and proficiency with Shopify and Gorgias, plus the ability to handle high volumes of inquiries in a

Qualifications

• Experience in customer service or care roles.
• Experience in an e-commerce environment preferred.
• Ability to handle a high volume of inquiries with accuracy and empathy.
• Excellent written communication and attention to detail.

Responsibilities

• Manage customer enquiries via email promptly and professionally.
• Process refunds, returns and exchanges accurately.
• Resolve complaints with empathy and solution-focused thinking.
• Answer delivery and order tracking questions and provide aftercare support.
• Collaborate with internal teams to improve the customer journey and processes.

Skills

Customer service

High-volume inquiries

Written communication

Problem solving

Team player

Tools

Shopify

Gorgias

Job description

Hybrid Customer Care Advisor | Manchester City Centre | £28,000

Monday-Friday | 9am-5pm | Hybrid - 2/3 days office-based

We're currently recruiting for an exciting opportunity with a fast-growing fashion and e-commerce brand that is continuing to scale.

They're looking for an experienced Customer Care Advisor to join their growing team and play a key role in delivering an exceptional customer experience. This is a fantastic opportunity for someone who genuinely enjoys helping customers, solving problems and being part of a fast-paced, ambitious business.

You'll be responsible for managing customer enquiries across the full online purchasing journey, from initial queries through to delivery, returns and aftercare. You'll also have the opportunity to contribute ideas and help improve customer service processes as the business continues to grow.

Key Responsibilities

• Manage customer enquiries via email in a professional, friendly and timely manner
• Handle refunds, returns and exchanges efficiently and accurately
• Resolve customer complaints with empathy and a solution-focused approach
• Respond to delivery, order tracking and product enquiries
• Support customers throughout their complete online purchasing journey
• Deliver a consistently positive and personalised customer experience
• Help maintain and improve customer satisfaction and Trustpilot ratings
• Liaise with internal teams, warehouses and couriers to resolve customer issues quickly
• Accurately update customer records and information across internal systems
• Identify recurring customer issues and suggest improvements to processes and the wider customer journey
• Consistently achieve agreed SLAs and response time targets
• Provide additional support during peak trading periods, product launches and other key business moments

About You

We're looking for someone who is confident, personable and genuinely passionate about delivering great customer service.

You'll ideally have:

• Previous experience in a customer service or customer care role
• Experience within an e-commerce environment would be advantageous
• Experience managing a high volume of customer enquiries
• Excellent written communication skills and strong attention to detail
• Experience using Shopify
• Experience using Gorgias is highly desirable
• Strong problem-solving skills and a calm, professional approach when dealing with challenging situations
• A proactive, positive attitude with a genuine passion for customer experience
• The ability to work independently while also being a collaborative team player
• Monday-Friday, 9am-5pm
• Hybrid working - 2/3 days from home
• 20 days' annual leave + your birthday off + bank holidays
• Opportunity to join a rapidly growing fashion and e-commerce brand
• Supportive and collaborative working environment
• Opportunity to make a genuine impact as the business continues to scale

The Opportunity

This is a great opportunity for a customer-focused professional who wants to join an ambitious, growing brand where customer experience is genuinely valued.

If you have strong customer service experience, enjoy working in a fast-paced e-commerce environment and have experience with Gorgias and Shopify, we'd love to hear from you.