E-commerce Customer Support Specialist

Planet Recruitment; South Oxfordshire; On-site; GBP 28,000 - 30,000; Full time

Job summary

Planet Recruitment are currently recruiting for a Customer Service Advisor to join a growing and international e-commerce business in Chalgrove, UK. You will be the main contact for UK customers via phone, email and chat, handling orders, deliveries, returns and technical support.

The role emphasizes ownership of cases, collaboration with Logistics, Warehouse, Sales and Technical Support, and maintaining service levels. Previous CS experience and strong communication are essential.

Qualifications

• Experience in customer service, customer support or technical support.
• Friendly, professional and customer-focused approach.
• Strong problem-solving skills and ownership of issues.
• Confident handling of challenging or complex enquiries.
• Good IT skills and experience with CRM or ticketing systems.
• Excellent organisational skills managing multiple enquiries.
• Experience in e-commerce or product-based business is advantageous.

Responsibilities

• Provide friendly, professional support via telephone, email and chat.
• Take ownership of enquiries from initial contact to resolution.
• Handle orders, deliveries, returns, refunds, complaints and technical queries.
• Investigate and resolve technical product questions using manuals and videos.
• Support VIP customers and installation partners when needed.
• Collaborate with Logistics, Warehouse, Sales and Technical teams to resolve issues.
• Record interactions accurately using CRM and ticketing systems.
• Maintain high service levels and response times.
• Identify improvements to customer service processes and resources.
• Support colleagues and contribute to the department's development.

Skills

Customer service

CRM systems

Problem solving

Communication

Multitasking

IT literacy

Tools

CRM software

Ticketing systems

Job description

Planet Recruitment are currently recruiting for a Customer Service Advisor to join a growing and international e-commerce business in Chalgrove, UK. You will be the main contact for UK customers via phone, email and chat, handling orders, deliveries, returns and technical support.

The role emphasizes ownership of cases, collaboration with Logistics, Warehouse, Sales and Technical Support, and maintaining service levels. Previous CS experience and strong communication are essential.