Customer Care Advisor

Customer Care Advisor | Manchester City Centre | -27,000 - -30,000 DOE

Hours: Monday - Friday, 9am - 5pm
Hybrid Working - 2 days office based, 3 days from home
We are currently recruiting on behalf of a fast-growing fashion brand for an experienced Customer Care Advisor to join their expanding team.
This is an exciting opportunity to join a scaling e-commerce business where customer experience is at the forefront of everything they do. The successful candidate will play a key role in delivering a first-class service and maintaining excellent customer satisfaction and Trustpilot reviews.

Customer Care Advisor Key Responsibilities:

• Managing all customer email enquiries in a professional and timely manner

• Handling refunds, returns and exchanges efficiently

• Resolving customer complaints with empathy and a solution-focused approach

• Responding to delivery and order tracking enquiries

• Supporting customers throughout their full online purchasing journey

• Maintaining and improving customer satisfaction and Trustpilot ratings

• Liaising with internal teams and couriers to resolve customer issues quickly

• Updating customer records accurately across internal systems

• Identifying recurring customer issues and suggesting process improvements

• Ensuring all SLAs and response time targets are consistently achieved

• Providing a personalised and positive customer experience with every interaction

• Supporting during peak trading periods and product launches

Customer Care Advisor Skills Required:

• Previous experience within a customer service role

• Experience working within an e-commerce environment would be advantageous

• Confident handling high volumes of customer enquiries

• Excellent written communication skills and attention to detail

• Experience using Shopify

• Experience using Gorgias is highly desirable, although not essential

• Strong problem-solving skills and the ability to remain calm under pressure

• A proactive and positive attitude with a genuine passion for customer experience

Customer Care Advisor Benefits:

• Hybrid working - 3 days working from home

• 20 days holiday + birthday off + bank holidays

• NEST pension scheme

• Volunteer days

• Opportunity to join a growing brand with ambitious expansion plans

• Supportive and collaborative team environment

This is a fantastic opportunity for a customer-focused professional looking to join a brand that is truly going places and make a real impact within a growing business.

BH36183