Customer Care Advisor

Confidential; Manchester, Salford; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Hybrid working

20 days annual leave + birthday off +

NEST pension scheme

Volunteer days

Job summary

Confidential in Manchester is seeking a Hybrid Customer Care Advisor to join a fast-growing fashion and e-commerce brand. The role focuses on delivering an exceptional customer experience across email and live interactions.

You will handle refunds, track orders, respond to product inquiries, and maintain high satisfaction while meeting SLAs. The position offers Monday–Friday hours, 9am-5pm, and hybrid working with 2/3 days in the office.

Qualifications

• Previous experience in a customer service role.
• Experience in an e-commerce environment is advantageous.
• Experience using Shopify.
• Experience using Gorgias is desirable.

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
• 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

Skills

Customer service

High volume handling

Written communication

Problem solving

Team player

Independent worker

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.

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

• 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

Benefits

• 28,000 salary
• Monday-Friday, 9am-5pm
• Hybrid working
• 2/3 days from home
• 20 days' annual leave + your birthday off + bank holidays
• NEST pension scheme
• Volunteer days
• 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. BH37508