The Couture Club
Customer Service Advisor - email
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Email Customer Service Advisor
Manchester
Full time perm role
4 days head office - 1 day wfh
About the Role
We are looking for an experienced and customer-focused Customer Service Advisor to join The Couture Club customer service team.
This is a fast-paced, high-volume e-commerce customer service role where you will be responsible for delivering an exceptional customer experience across email and online customer service channels.
The ideal candidate will have previous experience working within an online/e-commerce brand, ideally within fashion, clothing, retail or a similar fast-paced consumer environment.
You will be confident managing a high volume of customer tickets, resolving queries efficiently and professionally, and communicating with customers in a way that reflects the tone and personality of the brand.
Key Responsibilities
- Manage and respond to a high volume of customer enquiries through the company's ticketing/helpdesk system and email.
- Take ownership of customer tickets from initial contact through to resolution.
- Respond to customers within agreed SLAs and maintain consistently high response and resolution standards.
- Deal with enquiries relating to:
- Orders
- Deliveries and tracking
- Returns and exchanges
- Refunds
- Product information and sizing
- Missing or delayed parcels
- Payment and website queries
- Liaise with warehouse, logistics, finance and other internal teams to resolve customer issues quickly.
- Communicate with courier and delivery partners when investigating missing, delayed or damaged orders.
- Process or support refunds, returns and order amendments where required.
- Provide clear, accurate and professional written communication across every customer interaction.
- Maintain a strong knowledge of products, promotions, website policies and customer service procedures.
- Identify recurring customer issues and provide feedback to the wider business.
- Escalate complex or sensitive complaints appropriately while remaining customer-focused.
- Ensure every interaction reflects The Couture Club's brand tone and delivers a positive customer experience.
- Help maintain accurate customer records and ticket information.
- Support the wider Customer Service team during busy periods, product launches and promotional campaigns.
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Essential Experience
- Previous experience in a Customer Service / Customer Experience role within an online or e-commerce brand – ESSENTIAL.
- Previous hands-on experience using a ticketing/helpdesk system – ESSENTIAL.
- Experience managing a high volume of customer tickets and email enquiries.
- Experience dealing with online orders, deliveries, returns and refunds.
- Experience working within fashion, retail, e-commerce or another fast-paced consumer brand.
- Strong written English with excellent spelling, grammar and attention to detail.
- Experience handling customer complaints and difficult conversations professionally.
- Ability to prioritise and manage multiple customer enquiries simultaneously.
- Strong problem-solving skills with a proactive approach to finding solutions.
- Excellent organisational skills and the ability to work to SLAs and deadlines.
- A genuine customer-first attitude.
Systems Experience
Experience with one or more of the following would be highly advantageous:
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- Zendesk
- Freshdesk
- Shopify
- Other e-commerce order management systems
- CRM/customer service platforms
- Live chat and social customer service platforms
The Ideal Candidate
We are looking for someone who:
- Has worked for an online/e-commerce brand and understands the expectations of digital customers.
- Is comfortable managing a busy ticket queue and working to response-time targets.
- Can confidently investigate an issue rather than simply passing it on to another team.
- Has excellent written communication and knows how to adapt their tone depending on the customer and situation.
- Is calm, professional and solutions-focused when dealing with complaints.
- Has strong attention to detail and understands the importance of getting customer information and orders correct.
- Is commercially aware and understands the importance of customer retention and loyalty.
- Has a genuine interest in fashion, e-commerce and The Couture Club brand.
- Works well as part of a team but is also confident working independently.
- Is proactive and constantly looks for ways to improve the customer experience.
Key Performance Indicators
Success in this role will be measured through:
- Ticket response and resolution times
- SLA performance
- Customer satisfaction
- Quality and accuracy of responses
- First-contact resolution
- Ticket backlog management
- Complaint resolution
- Customer feedback
- Team and individual productivity
We are specifically looking for someone who understands e-commerce customer service, has experience working from a ticketing system, and has previously supported customers for an online brand.
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