Ecommerce Customer Experience Advisor

evo; Derby; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading ecommerce company in the UK is seeking a dedicated Customer Experience Advisor to provide excellent service to customers via phone and email. Responsibilities include resolving queries, managing complaints, and maintaining accurate records. Ideal candidates have strong communication skills and experience in customer service. This role offers an opportunity to thrive in a fast-paced environment.

Qualifications

• Experience in a customer service role is essential.
• Strong communication and interpersonal skills are required.
• Ability to handle complaints with professionalism.

Responsibilities

• Respond to customer calls and emails promptly.
• Resolve post-sales queries efficiently.
• Collaborate with internal teams to manage customer expectations.

Skills

Customer service experience

Strong communication skills

Problem-solving skills

Attention to detail

Organisational skills

Tools

Microsoft Office (Outlook, Word, Excel)

Job description

We are looking for a dedicated and customer-focused Customer Experience Advisor to join our Ecommerce team. In this role, you will be the first point of contact for our customers, delivering a high standard of service through both phone and email. Youll play a key part in ensuring customer satisfaction by resolving queries efficiently and professionally, while also contributing to the continuous improvement of the customer experience.

Key Responsibilities

• Respond promptly to customer calls and emails, providing accurate information and resolving queries.
• Handle post-sales queries from both internal and external customers.
• Take ownership of customer complaints and ensure timely resolution.
• Maintain accurate records of all customer interactions and actions taken.
• Collaborate with internal teams to manage customer expectations and resolve issues.
• Ensure compliance with business processes and service level agreements (SLAs).
• Support credit management by understanding the financial impact of customer service decisions.
• Meet weekly and monthly objectives set by the Ecommerce Helpdesk Manager.
  
  

Essential

What Were Looking For:

• Previous experience in a customer service role.
• Understanding of online trading, regulations, and standards.
• Strong communication and interpersonal skills.
• Ability to handle complaints and difficult conversations with resilience and professionalism.
• Excellent problem-solving skills and attention to detail.
• Commercial awareness and the ability to balance customer satisfaction with business needs.
• Strong organisational skills and the ability to multitask in a fast-paced environment.
• Proficiency in Microsoft Office (Outlook, Word, Excel).
  
  

Desirable

• Industry and product knowledge.
• Experience working in an ecommerce or online retail environment.
  
  

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