The E-Commerce Customer Services Advisor will be responsible for ensuring exceptional customer service is delivered to our customers through all channels of communication. The ideal candidate will have excellent communications skills, impeccable attention to detail and strong problem-solving skills. Please note this role also includes some reception/front of house office support. Key Responsibilities include but are not limited to: Ecommerce Customer Service Act as the voice of the brand in being responsible for maintaining our high level of customer service Answer customer enquiries via email, phone and social media Help to process online orders ensuring accurate, timely and safe delivery i.e. refunds, exchanges, preparing international customer invoices for customs and occasional send outs Keep up to date with product knowledge and attend training sessions to continually develop brand knowledge to be able to provide product information to customer Prepare feedback for the E-Shop team to improve online product content in a timely manner Be proactive in proposing ways in which to improve customer relations Liaise and communicate with our warehouse to resolve any order discrepancies Ensure that all customer notification waiting lists are continuously monitored and addressed Front of House Support Answer main office phone and provide support or connect callers to the correct destination Manage the reception desk and greet all visitors, welcoming them into the reception area and informing the relevant team know of their arrival Take delivery of post and packages and distribute to the recipient Any other additional general ad hoc duties or office assistance as required THE IDEAL CANDIDATE Attitude: A highly motivated, confident and competent individual A self-starter able to set the standard by their own professionalism Good timekeeping skills essential Articulate and eloquent with good listening skills Good organisational skills, strives for a high level of accuracy with strong follow up skills Commercial awareness with a strong understanding of our products and the competitive E-Commerce market Skills: Experience within a retail sales, customer service or online retail role essential Excellent written and verbal communication skills, organised and methodical with a keen attention to detail Ability to engage with the customer using different communication channels Thrives under pressure with ability to problem solve and multitask Ability to form and maintain excellent stakeholder relationships Good working knowledge of Microsoft Excel Knowledge of Help Desk and E-Commerce platforms/software advantageous What We Offer: 20 days holiday plus Bank Holidays, increasing with each year of service up to 5 additional days A generous Clothing Allowance Up to 60% DSM Employee Discount 50% discount on all Rose Bakery food and drink Access to RetailTrust, our Employee Assistance Programme 24/7 Access to our VirtualGP service Cyclescheme and Eyecare Vouchers Equal Opportunity The diversity of our workforce is what makes us unique, creative and connected. As an equal opportunity employer, we work hard to ensure that candidates and employees are treated fairly. We do not tolerate discrimination of any kind. We welcome people from all courses of life - age, race, gender, sexuality, disability, and more - and strive to make everyone feel like they belong. We review our recruitment selection criteria, hiring processes and onboarding often. The goal is to be as diverse and inclusive as possible. Put simply: we welcome everybody, respect everyone's stories, and celebrate our differences.