Customer Service Advisor

i2i Recruitment; Evesham; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Hybrid working

25 days holiday

Life Assurance 3x

Pension 8%

Volunteer day

Staff discounts

Bonus up to £2,400

Job summary

i2i Recruitment is hiring for a customer service role offering hybrid working with in-office days and a focus on delivering excellent support across channels. You will resolve order queries, support aftercare, and liaise with couriers to ensure smooth delivery experiences.

The role requires strong communication, organisation, and the ability to work under pressure, with experience in platforms like Shopify, NetSuite, and Amazon advantageous.

Qualifications

• Experience in a customer service role.
• Excellent communication skills (verbal and written).
• Proactive approach to customer servicing.
• Strong organisational skills with attention to detail.
• Ability to work under pressure and meet SLAs.
• Good computer literacy and quick to learn new processes.

Responsibilities

• Handling high volumes of customer enquiries via all communication channels.
• Providing product advice, aftercare, and support to customers.
• Resolving queries related to orders, refunds, and deliveries promptly.
• Communicating with courier providers to resolve shipping issues.
• Responding to online reviews and feedback on FeeFo & Trustpilot.
• Processing and managing orders on Shopify and internal systems.
• Monitoring order statuses and customer accounts in NetSuite.
• Addressing customer complaints and escalating when necessary.
• Collaborating with internal teams such as Stock Control, e-Commerce, and Quality Control.
• Contributing to continuous improvement of customer journey and satisfaction.
• Supporting additional business needs, including potential additional duties or training.

Skills

Customer service experience

Excellent communication

Proactive servicing

Organised

Work under pressure & SLAs

Computer literacy

Tools

Shopify

NetSuite

Amazon

Job description

WHAT'S IN IT FOR YOU?

• Supportive team environment
• Hybrid working pattern with flexible in-office days
• 25 days' holiday plus bank holidays
• Life Assurance x 3
• Employer pension scheme (8%)
• Paid day for volunteering each year
• Staff discounts on products
• Discretionary bonus scheme up to £2,400 annually

MUST HAVE'S

• Experience in a customer service role
• Excellent communication skills (verbal and written)
• Proactive approach to customer servicing
• Strong organisational skills with attention to detail
• Ability to work under pressure and meet SLAs
• Good computer literacy and quick to learn new processes

NICE TO HAVE'S

• Experience with e-commerce platforms (Shopify, NetSuite, Amazon)
• Experience resolving customer complaints and escalations
• Knowledge of courier processes and logistics
• Experience working in retail or product-focused environments

SO, WHAT WILL YOU BE DOING?

• Handling high volumes of customer enquiries via all communication channels
• Providing product advice, aftercare, and support to customers
• Resolving queries related to orders, refunds, and deliveries promptly
• Communicating with courier providers to resolve shipping issues
• Responding to online reviews and feedback on FeeFo & Trustpilot
• Processing and managing orders on Shopify and internal systems
• Monitoring order statuses and customer accounts in NetSuite
• Addressing customer complaints and escalating when necessary
• Collaborating with internal teams such as Stock Control, e-Commerce, and Quality Control
• Contributing to continuous improvement of customer journey and satisfaction
• Supporting additional business needs, including potential additional duties or training

HELPFUL EXTRAS

• Willingness to work additional hours during peak periods
• Attending occasional product training sessions
• Team-oriented mindset and flexibility

Our mission of 'Making Recruitment Personal' also means making recruitment fair. As a result, we are committed to reviewing every application with a sense of diversity and inclusion.

We strive to personally connect with each applicant, but due to the number of applications we receive, this is not always possible. We will still aim to update you on your application, regardless of if it's successful