E-Commerce Customer Service Advisor

Haier Europe; Warrington; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Pension contribution

Life cover

25 days holiday + bank holidays

Employee assistance program

Training support schemes

Retail discounts

Job summary

Haier Europe is seeking a Customer Experience Advisor to support our D2C operation, delivering premium service across all customer interactions. You will manage enquiries from product queries to complaints, taking ownership to resolution with professionalism and empathy.

Based at Birchwood Park (WA3 6XG) with hybrid work (3 days in office / 2 days at home). Experience with CRM tools and IT systems is desirable, and a proactive, detail‑oriented mindset will help strengthen brand loyalty.

Qualifications

• Experience in a Customer Service role, preferably Ecommerce or contact centre.
• Excellent communication, problem-solving and attention to detail.
• Experience with IT systems and Microsoft Office; CRM systems such as Salesforce, Zendesk or Freshdesk.

Responsibilities

• Handle customer enquiries including product queries, order amendments and complaints.
• Own issues from first contact to resolution with clear, timely communication.

Skills

Customer service experience

Strong communication skills

Problem solving

Attention to detail

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.

With 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). 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 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.

• Salary DOE
• Pension Contribution
• Life Cover
• 25 Days Holiday (+ statutory bank holidays)
• Employee Assistance Program
• Training support schemes to aid your development
• Brilliant discounts on our products and access to Reward Gateway which offers a wide range of retailer discounts