Vision Express
E-Commerce Customer Care Advisor
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E-commerce Customer Care Advisor
Location: Ruddington, Nottingham (Hybrid)
Step into a fast-paced, customer-focused role at the heart of our digital journey. As an E-commerce Customer Care Advisor, you’ll play a key role in processing online orders accurately and efficiently, ensuring every customer receives the highest level of service from click to delivery.
Why This Role?
- Be at the centre of our digital growth
- Support the end-to-end online customer journey, helping to deliver a seamless and efficient service that drives both customer satisfaction and business performance.
- Deliver Exceptional Customer Experiences
- Use your communication skills to support, advise, and resolve queries for customers, ensuring every interaction is helpful, timely, and positive.
- Make a real impact
- Work collaboratively with the wider E-commerce team to continuously improve processes, making it easier for customers to shop with us online.
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What’s In It For You
- Opportunity to build experience within a growing E-commerce function
- Exposure to digital operations and customer experience
- Collaborative, supportive team environment
- Chance to help shape and improve our online customer journey
What We’re Looking For
- Strong communication skills, both written and verbal
- Excellent attention to detail with a focus on accuracy
- Confident using systems and managing multiple tasks
- Customer-focused mindset with a proactive approach to problem-solving
- Previous customer service experience (desirable)
Key Responsibilities
- Accurately process online orders, ensuring all customer and prescription details are completed correctly and in line with required standards
- Manage customer queries across email, phone, and live chat, providing clear, timely, and helpful responses
- Support customers throughout their online journey, offering guidance and resolving issues to deliver a seamless experience
- Take ownership of customer concerns, investigating and resolving where possible or escalating when needed
- Maintain high levels of accuracy and efficiency, balancing speed with attention to detail
- Work collaboratively with the team, sharing knowledge and supporting colleagues to achieve team targets
- Stay up to date with processes, systems, and promotions to ensure consistent and informed customer interactions
- Identify opportunities to improve processes, contributing ideas that enhance efficiency and customer experience
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