Customer Service Advisor

We're looking for a friendly, proactive Customer Service Advisor to support our Customer Service team and help us deliver an exceptional experience for every 33mm customer.

You'll support the day-to-day running of our customer helpdesk, responding to queries, resolving issues and making sure our customers feel looked after throughout their journey with 33mm.

We're a community-led brand serving customers worldwide, so we're looking for someone with genuine compassion, patience and a real desire to help and support our customers.

What you'll do:

• Respond promptly and professionally to customer enquiries through our helpdesk, providing clear and helpful support with orders, returns, replacements and product queries.
• Work closely with our 3PL and logistics partners to resolve fulfilment, delivery and shipping issues.
• Investigate missing, delayed, incorrect or damaged orders, liaising with couriers, managing lost parcel claims and handling chargebacks through to resolution.
• Provide a high level of after-sales support, keeping customers informed and looked after throughout their journey with 33mm.
• Identify recurring customer, fulfilment or delivery issues and share feedback with the wider team to help improve the customer experience.
• Maintain accurate and up-to-date customer records, order information and helpdesk conversations.
• Ensure our FAQs remain up to date and assist with updates to customer-facing policies and information.

What we're looking for:

Above all, we're looking for someone kind, caring and proactive. Someone who takes ownership and genuinely wants to make a positive impact on every customer experience.

• Previous experience in customer service or e-commerce is preferred.
• Excellent written and verbal communication skills, with a friendly, calm and helpful approach.
• Confident resolving customer queries independently and knowing when to escalation.
• Highly organised, with strong attention to detail and the ability to prioritise effectively.
• Flexible to work a rotating weekend day, with a day given in lieu.

What we offer:

• Private medical insurance.
• Manchester city centre office with free parking.

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