Customer Service Advisor

33mm; Manchester; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Private medical insurance

Manchester city centre office with 1

Free parking

Job summary

33mm is seeking a friendly Customer Service Advisor to support our service team and deliver an exceptional experience for every 33mm customer. You will manage the helpdesk, respond to queries, and work with 3PL partners to resolve fulfilment and delivery issues from Manchester.

We value compassion, patience and a proactive approach to assist customers throughout their journey. The role includes weekend work on a rotating cycle with time off in lieu and private medical insurance is provided.

Qualifications

• Experience in customer service or e-commerce is preferred.
• Excellent written and verbal communication with a friendly, calm and helpful approach.
• Able to resolve queries independently and knowing when to escalate.

Responsibilities

• Respond promptly and professionally to customer enquiries through our helpdesk, providing clear and helpful support with orders, returns, replacements and product queries.
• Work closely with our 3PL and logistics partners to resolve fulfilment, delivery and shipping issues.
• Investigate missing, delayed, incorrect or damaged orders, liaising with couriers, managing lost parcel claims and handling chargebacks through to resolution.
• Provide a high level of after-sales support, keeping customers informed and looked after throughout their journey with 33mm.
• Identify recurring customer, fulfilment or delivery issues and share feedback with the wider team to help improve the customer experience.
• Maintain accurate and up-to-date customer records, order information and helpdesk conversations.
• Ensure our FAQs remain up to date and assist with updates to customer-facing policies and information.

Skills

Customer service

Communication

Attention to detail

Escalation handling

Job description

We're looking for a friendly, proactive Customer Service Advisor to support our Customer Service team and help us deliver an exceptional experience for every 33mm customer.

You'll support the day-to-day running of our customer helpdesk, responding to queries, resolving issues and making sure our customers feel looked after throughout their journey with 33mm.

We're a community-led brand serving customers worldwide, so we're looking for someone with genuine compassion, patience and a real desire to help and support our customers.

What you'll do:

• Respond promptly and professionally to customer enquiries through our helpdesk, providing clear and helpful support with orders, returns, replacements and product queries.
• Work closely with our 3PL and logistics partners to resolve fulfilment, delivery and shipping issues.
• Investigate missing, delayed, incorrect or damaged orders, liaising with couriers, managing lost parcel claims and handling chargebacks through to resolution.
• Provide a high level of after-sales support, keeping customers informed and looked after throughout their journey with 33mm.
• Identify recurring customer, fulfilment or delivery issues and share feedback with the wider team to help improve the customer experience.
• Maintain accurate and up-to-date customer records, order information and helpdesk conversations.
• Ensure our FAQs remain up to date and assist with updates to customer-facing policies and information.

What we're looking for:

Above all, we're looking for someone kind, caring and proactive. Someone who takes ownership and genuinely wants to make a positive impact on every customer experience.

• Previous experience in customer service or e-commerce is preferred.
• Excellent written and verbal communication skills, with a friendly, calm and helpful approach.
• Confident resolving customer queries independently and knowing when to escalation.
• Highly organised, with strong attention to detail and the ability to prioritise effectively.
• Flexible to work a rotating weekend day, with a day given in lieu.

What we offer:

• Private medical insurance.
• Manchester city centre office with free parking.