Ecommerce Customer Service Advisor

Key Appointments; Leeds; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Free onsite parking

Job summary

Key Appointments is recruiting an E-commerce Customer Service Advisor to join a Leeds-based team. You will handle customer queries via phone, email, live chat and WhatsApp, and support orders through the company’s website.

You will assist with product, stock and delivery information, resolve order issues and liaise with suppliers and couriers to ensure smooth service. Full training provided and onsite parking included.

Qualifications

• GCSE Maths and English at grade C/4 or above.
• Experience in e-commerce or customer service preferred.
• Strong written and verbal communication skills.

Responsibilities

• Answer pre- and post-order customer enquiries.
• Manage website orders and provide product, stock and delivery information.
• Investigate delivery, damaged, faulty or missing goods queries.
• Liaise with suppliers, couriers and warehouse to resolve issues.
• Arrange replacements, refunds and other solutions.
• Place supplier orders and update customers on lead times.
• Keep customer and order information accurate and up to date.
• Follow queries through to resolution and keep customers informed.

Skills

Customer-focused

Problem-solving

Communication

Initiative

IT-literate

Education

GCSE Maths & English (C/4 or above)

Tools

Shopify

Online order systems

Job description

E-commerce Customer Service Advisor | Leeds

Location: (LS7 / close to City Centre) | Based Onsite

Salary: £25,500 per annum, reviewed on successful completion of probation period

Monday-Friday, 9:00am-5:00pm | Full-time, Permanent

Are you dynamic, proactive and customer-focused, with the initiative to solve problems and get things done?

We are looking for an E-commerce Customer Service Advisor on behalf of a long-established and growing electrical wholesaler based close to Leeds City Centre.

Working within a small, close-knit team, you'll support customers ordering through the company's website, from answering initial questions to resolving delivery and order issues.

It's a varied role, so you'll need to be adaptable, comfortable juggling priorities and happy to get stuck in.

Previous experience in e-commerce, customer service, order processing or administration would be preferred.

Attitude, aptitude and a willingness to learn are just as important as previous experience, and full training will be provided.

The Role

You'll communicate with customers by telephone, email, live chat and occasionally WhatsApp.

Your responsibilities will include:

• Answering pre and post-order customer enquiries.
• Managing website orders and providing product, stock and delivery information.
• Investigating delivery, damaged, faulty or missing goods queries.
• Liaising with suppliers, couriers and the warehouse to resolve issues.
• Arranging replacements, refunds and other solutions.
• Placing supplier orders and updating customers on lead times.
• Keeping customer and order information accurate and up to date.
• Following queries through to resolution and ensuring customers are kept informed.

About You

We're looking for someone who:

• Is dynamic, proactive and comfortable using their own initiative.
• Has ideally studied at higher education level - grades C/4 and above in GCSE Maths & English are a must.
• Communicates confidently and professionally, both verbally and in writing.
• Enjoys helping customers and finding solutions.
• Is organised, accurate and able to manage different priorities.
• Takes ownership and follows things through.
• Is adaptable, positive and happy to contribute within a small team.
• Is confident using IT and willing to learn new systems.
• Previous experience in e-commerce, customer service, order processing or administration would be useful.
• Experience with Shopify or online order systems would also be beneficial.

Why Join?

• Join a long-established and growing business.
• Be part of a small, close-knit team where your contribution will be valued.
• Full training and support to help you build your knowledge.
• Develop your experience across customer service and e-commerce.
• A varied role where you can use your initiative and take ownership.
• Free onsite parking and a location within walking distance of Leeds Bus Station.