E-commerce Customer Care Advisor

Vision Express; Nottingham; On-site; GBP 22,000 - 30,000; Full time

Job summary

Vision Express is hiring an E-commerce Customer Care Advisor to handle online orders with precision and exceptional service. You will manage queries across email, phone and live chat, ensuring accuracy in prescriptions and orders, while guiding customers through their online journey.

Join a collaborative team focused on improving the online customer experience, maintaining high standards, and resolving issues promptly to ensure customer satisfaction and loyalty.

Qualifications

• Excellent communication skills, both written and verbal.
• Strong attention to detail and accuracy.
• Proactive problem solving and customer-focused mindset.

Responsibilities

• Manage customer queries across email, phone and live chat to provide clear, timely responses.
• Support customers throughout their online journey, guiding them and resolving issues for a seamless experience.
• Take ownership of customer concerns, investigate and resolve where possible or escalate when needed.
• Maintain high levels of accuracy and efficiency, balancing speed with attention to detail.

Skills

Customer service

Job description

Step into a fast-paced, customer-focused role at the heart of our digital journey. As an E-commerce Customer Care Advisor, you'll play a key role in processing online orders accurately and efficiently, ensuring every customer receives the highest level of service from click to delivery.

Why This Role?

Be at the centre of our digital growth Support the end-to-end online customer journey, helping to deliver a seamless and efficient service that drives both customer satisfaction and business performance.

Deliver exceptional customer experiences

Use your communication skills to support, advise and resolve queries for customers, ensuring every interaction is helpful, timely and positive. Make a real impact Work collaboratively with the wider E-commerce team to continuously improve processes, making it easier for customers to shop with us online.

What's in It for You

• Opportunity to build experience within a growing E-commerce function
• Exposure to digital operations and customer experience
• Collaborative, supportive team environment
• Chance to help shape and improve our online customer journey, Accurately process online orders, ensuring all customer and prescription details are completed correctly and in line with required standards
• Manage customer queries across email, phone and live chat, providing clear, timely and helpful responses
• Support customers throughout their online journey, offering guidance and resolving issues to deliver a seamless experience
• Take ownership of customer concerns, investigating and resolving where possible or escalating when needed
• Maintain high levels of accuracy and efficiency, balancing speed with attention to detail
• Work collaboratively with the team, sharing knowledge and supporting colleagues to achieve team targets
• Stay up to date with processes, systems and promotions to ensure consistent and informed customer interactions
• Identify opportunities to improve processes, contributing ideas that enhance efficiency and customer experience
• Strong communication skills, both written and verbal
• Excellent attention to detail with a focus on accuracy
• Confident using systems and managing multiple tasks
• Customer-focused mindset with a proactive approach to problem solving
• Previous customer service experience (desirable)