Ecommerce Customer Care Advisor

We are Kiltane, an Edinburgh based brand specialising in cashmere and dedicated to creating easy-to-wear timeless luxury for everyday living.

The role requires strong communication skills, and close attention to detail. The Customer Care Advisor will support customers across multiple channels, including telephone and email, and will resolve issues efficiently, contributing to a seamless end-to-end customer journey.

• Answer customer enquiries via channels such as email, phone, and social
• Ensure all customer enquiries are resolved quickly and effectively, maintaining a high standard of service
• Proactively resolve service issues, identifying patterns or trends and helping to identify solutions
• Accurately and efficiently complete administrative tasks including processing orders and returns
• Work collaboratively with internal teams such as warehouse and store teams, as well as external suppliers, to troubleshoot and resolve issues
• Monitor and respond to customer reviews across relevant platforms, addressing feedback and sharing insights with the wider business
• Complete weekly and monthly department reporting where required
• Assist with ecommerce operations projects if required

• Minimum 1-2 years customer service experience, ideally within ecommerce
• Excellent communication skills, both verbal and written
• High attention to detail and good problem-solving skills
• Strong prioritisation and multi-tasking skills