Working hours: 30-40 hours a week office-based role Five days a week 9am to 6pm Sunday to Friday This is a 6-month fixed-term contract with a possibility of extension. Borough Kitchen is seeking a Customer Service Advisor to join our team. Borough Kitchen is the UK’s leading premium retailer for people who love to cook and entertain. We offer carefully curated products for the kitchen and table, along with trusted advice and inspiration through our stores, online presence, and renowned Cook School. With five award-winning stores across London and a thriving e-commerce platform, our globally sourced products are rigorously selected and tested for functionality, quality, and durability. Our dedication to excellence has earned us a unique position in the industry and strong partnerships with premium brands. As a Customer Service Advisor, you will be responsible for providing excellent customer service to our online customers through various channels, including email, live chat, and social media platforms. You will assist customers with inquiries, resolve any issues or complaints, provide product recommendations and advice and liaise with suppliers. We assist our customers seven days a week. Therefore, our Customer Service Advisors are required to work weekends and bank holidays. Please note that November/December is the busiest period of the year. Responsibilities Respond promptly and professionally to customer inquiries via email, live chat, and social media platforms Provide extensive product information, recommendations, and industry leading advice to customers Process orders, returns, and exchanges Resolve customer complaints and issues in a timely and satisfactory manner Ensure customer satisfaction by providing friendly and efficient service Maintain accurate customer records and order information Work with other teams, such as the warehouse and inventory, to ensure smooth order fulfilment Collaborate internally to provide customer feedback on products and online experience Maintain and develop strong relationships with suppliers and external service providers Stay informed about product updates and promotion Assist with other administrative tasks as required Ability to clearly and effectively communicate with customers Requirements Experience using a customer service ticketing system, such as Gorgias or Zendesk Experience using Shopify and NetSuite is advantageous Experience in a retail eCommerce customer service environment Excellent written and verbal communication skills Exceptional computer skills (GSuite, MS Word) A genuine passion for cooking and entertaining Benefits Industry-leading discount programme on products for our employees Complimentary Cook School classes Company events Access to an employee assistance programme which includes free counselling sessions, free financial and legal advice, discounts and cash-back offers for over 1200 brands, and many other offerings around health and wellbeing