E-Commerce Customer Service Advisor

Haier Europe; Warrington; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Salary DOE

Pension Contribution

Life Cover

25 Days Holiday

Employee Assistance Program

Training support schemes

Product discounts

Reward Gateway discounts

Job summary

Haier Europe (Candy, Hoover, Haier) is seeking a Customer Experience Advisor to support our D2C operation in the UK. You will be the first point of contact for customers, handling queries, order amendments and complaints with professionalism and empathy.

Based in our Birchwood Park office (WA3 6XG) with hybrid working (3 days in the office, 2 days at home), you will own issues from initial contact through resolution, using CRM systems such as Salesforce, Zendesk or Freshdesk to deliver a premium

Qualifications

• Experience in a Customer Service role, ideally gained from ecommerce or contact centre environments.
• Strong communication and empathy with a problem-solving mindset.
• Ability to work in a fast-paced environment and manage multiple tasks.
• Proficiency in IT systems and Microsoft Office.
• Experience using CRM systems such as Salesforce, Zendesk or Freshdesk.

Responsibilities

• Handle customer enquiries including product queries, order amendments and complaints.
• Take ownership of issues from initial contact through to resolution.
• Provide clear communication and timely outcomes that meet customer expectations and business standards.
• Support hybrid working and effectively use CRM systems.

Skills

Customer service experience

Communication skills

Problem-solving

Attention to detail

CRM systems knowledge

MS Office proficiency

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 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

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.

We welcome applications from all sections of the community and candidates will be equally assessed and selected based on objective criteria.