Customer Service Advisor

As an out-of-hours Customer Service Advisor (2am - 11am UK time & Weekends) you will ensure our customers have the best retail experience, regardless of which platform they use. You will support the Customer Success Manager, ensuring customer queries are responded to in a timely manner and escalated where necessary.
Please note - candidates must have experience working in an online retail environment and experience supporting customer enquiries from Amazon and or Shopify platforms.

Responsibilities:
• Respond to customer enquiries from all platforms including Amazon, Ebay, TikTok, Shopify websites, Mirakl marketplace and social media platforms
• Resolve customer queries where possible. Where it is not possible, ensure the customer is kept informed and escalate the issue to the Customer Services Manager
• Respond directly on Amazon to customer reviews and product queries, making sure that all responses are actioned within 24 hours
• Monitor shipping and fulfilment times across all platforms and flag with manager and channel owners, if and when, agreed timescales have not been met
• Complete returns process upon receipt of relevant forms from the warehouse
• Add new customer accounts to relevant systems as and when requested
• Process Trade orders daily, deputising for other colleagues and assisting
with order processing as required
• Log potential product issues and escalate to Manager