Customer Service Advisor

Customer Service Advisor needed for our Newcastle-under-Lyme based client. The Customer Service Advisor is a critical part of the B2C eCommerce Team, reporting into the eCommerce Manager, and providing an outstanding experience to our global customers, across our full range of digital marketplaces. A day in this role would see you: * Answering customer queries across all marketplaces (website, Amazon, eBay, etc.) * Responding to customer enquiries from a range of media (telephone, webchat, email, etc.) * Managing accounts for customers such as changing personal details, placing manual orders * Liaising with our external 3PL to ensure all orders are processed within expected SLAs * Managing customer returns and liaising with Quality & Product teams to ensure optimum outcomes * Chasing lost or delayed order deliveries with our 3PL, as well as courier companies * Always providing excellent customer service, while building and maintaining a professional relationship with customers * Investigating recurring issues and providing suggestions to our website and product listings to reduce common issues * Working with other internal teams to provide a streamlined experience for customers * Communicating with the Marketing team to understand upcoming B2C campaigns and plan workload accordingly, as well as working within brand guidelines The ideal candidate would have: * Excellent Customer service experience * Excellent communication and listening skills * A confident telephone manner * Very strong IT skills * An ability to work as part of and alongside multiple teams * The ability to work under pressure and manage multiple tasks and deadlines * Customer focused and results-orientated * The ability to make decisions on the correct process to ensure customer satisfaction, while considering the needs of the business