Customer Service Ecommerce

Customer Service Advisor eCommerce for our Stoke on Trent.

We are looking for a friendly, proactive and customer-focused Customer Service Advisor to join a busy and growing B2C eCommerce team.

This is a varied role where you ll be responsible for providing an excellent customer experience across a range of digital marketplaces, including the company website, Amazon and eBay. You ll support customers throughout their journey, resolving enquiries, managing orders and returns, and working closely with internal teams and external logistics partners.

Your day-to-day responsibilities will include:

• Responding to customer enquiries via telephone, email, webchat and online marketplaces

• Providing excellent customer service across website, Amazon, eBay and other digital channels

• Managing customer accounts, including updating details and placing manual orders

• Liaising with third-party logistics providers (3PL) to ensure orders are processed and dispatched within agreed timescales

• Investigating and resolving lost, delayed or incorrect deliveries

• Managing customer returns and working with Quality and Product teams to achieve positive outcomes

• Building professional and positive relationships with customers

• Identifying recurring customer issues and suggesting improvements to website content and product listings

• Working closely with internal departments to provide a smooth and consistent customer experience

• Liaising with Marketing regarding upcoming B2C campaigns and increased customer activity

• Ensuring all customer communications are professional and in line with brand guidelines

We re looking for someone who has:

• Previous customer service experience, ideally within eCommerce, retail or a B2C environment

• A confident and professional telephone manner

• Strong IT and computer skills

• The ability to manage multiple enquiries, priorities and deadlines

• A proactive, problem-solving approach

• The confidence to make decisions while balancing customer satisfaction with business requirements

• The ability to work effectively with different teams and departments

• A genuine passion for delivering an excellent customer experience

Experience working with eCommerce platforms, Amazon, eBay, online orders or logistics providers would be particularly advantageous.

This is an excellent opportunity for an experienced Customer Service Advisor who enjoys problem-solving and wants to work in a varied eCommerce customer service environment. You ll have the opportunity to work across multiple digital channels and play an important role in continually improving the customer journey.