E-Commerce Customer Service Advisor

Haier-Europe; Hatfield; Hybrid; GBP 22,000 - 27,000; Full time

Benefits offered by this job

Pension contribution

Life cover

25 days holiday (+ bank holidays)

Employee Assistance Program

Training support schemes

Discounts on Haier products

Reward Gateway discounts

Job summary

Haier Europe (Candy, Hoover, Haier) is seeking a Customer Experience Advisor to deliver premium 5-star service across all customer interactions for our UK/IE D2C operations. You'll be the first point of contact for inquiries, orders, amendments and complaints, ensuring timely, empathetic resolutions.

Based at our Birchwood Park office with hybrid working (3 days in office, 2 days at home), you’ll own customer issues from start to finish, use CRM systems, and help strengthen brand loyalty.

Qualifications

• Experience in a customer service role, ideally ecommerce or contact centre.
• Strong communication and problem-solving abilities.
• Proficient with IT systems and CRM tools.

Responsibilities

• Handle customer inquiries across channels and provide timely resolutions.
• Process orders, amendments and returns with accuracy.
• Manage complaints and ensure customer satisfaction through efficient solutions.
• Maintain accurate customer records in the CRM system.

Skills

Communication skills

Problem solving

Attention to detail

Microsoft Office

CRM systems

Tools

Salesforce

Zendesk

Freshdesk

Job description

Here at Haier Europe (Candy, Hoover, Haier) our ambition is simple; to be the number one Domestic Appliance and Smart Home business in the UK and Ireland. As we grow our business, we are now looking for a new Customer Experience Advisor to support our growth across our Direct to Consumer (D2C) operation.As Customer Experience Advisor, you’ll play a key role in delivering a premium, 5-star service, across all customer interactions. Acting as the first point of contact, you’ll manage a range of enquiries including product queries, order amendments and complaints, ensuring each is handled with professionalism, efficiency, and empathy.You’ll take ownership of customer issues from initial contact through to resolution, providing clear communication and timely outcomes that meet both customer expectations and business standards. Through your proactive approach and commitment to excellence, you’ll contribute to high levels of customer satisfaction, strengthen brand loyalty, and support a positive end-to-end customer journey.Benefits:Salary DOEPension ContributionLife Cover25 Days Holiday (+ statutory bank holidays)Employee Assistance ProgramTraining support schemes to aid your developmentBrilliant discounts on our products and access to Reward Gateway which offers a wide range of retailer discountsWith experience in a Customer Service role, ideally gained from working in an Ecommerce customer service environment or within a contact centre or high-volume customer support role, you’ll have strong communication skills and a problem-solving mindset with strong attention to detail. You’ll also be able to work in a fast-paced environment and manage multiple tasks. With a proficiency in IT systems and Microsoft Office you’ll also have experience using CRM systems (e.g. Salesforce, Zendesk, Freshdesk) or similar case management tools.You’ll be based at our Birchwood Park office (WA3 6XG) with hybrid working available (3 days office/2 days home).If you’re an individual who wants a role that offers true ownership and accountability, then apply today!With the strength of our brands behind you, a culture of high-performance that motivates you and the freedom to drive your career your way, our shared ambition will inspire you and delight every customer.Our future. In your hands. Apply now.Our commitment to diversity and inclusion helps ensure the ideas, perspectives and experiences of all colleagues supports a culture of learning and attracts world-class talent. We welcome applications from all sections of the community and candidates will be equally assessed and selected based on objective criteria.#LI-DS#LI-Hybrid