Customer Service Advisor

Customer Service Advisor – Online Marketplaces / Order Support

Location: Near Stoke-on-Trent (Staffordshire) – commutable from Stoke-on-Trent, Kidsgrove, Keele, Newcastle-under-Lyme and surrounding areas Sector: E-commerce, Online Marketplaces, Customer Service, Order Processing Type: Full-time, Permanent

UP to £26,000 and excellent benefits to join an established and expanding business.

An exciting new role for a customer service and e-commerce professional; excellent opportunity as our client is expanding its B2C e-commerce and online marketplace operations and is looking for a proactive Customer Service Advisor to deliver a first-class customer experience across its website and major online platforms.

If you enjoy problem-solving, supporting customers, and working in a fast-paced digital environment, this role offers stability, variety and long-term progression.

What You’ll Be Doing

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Handling customer enquiries across e-commerce marketplaces (company website + Amazon/eBay-style platforms)

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Responding via telephone, email and webchat

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Managing customer accounts, updating details and placing manual orders

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Working closely with 3PL partners to ensure orders are picked, packed and delivered on time

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Managing returns and liaising with internal Quality and Product teams

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Investigating delayed or lost deliveries with couriers and logistics partners

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Identifying recurring issues and suggesting improvements to product listings and website content

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Collaborating with internal teams (including Marketing) to support campaigns and maintain brand consistency

What We’re Looking For

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Strong customer service experience (B2C, retail, call centre or e-commerce ideal)

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Excellent communication and listening skills

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Confident and professional telephone manner

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Strong IT skills and ability to learn new systems quickly

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Good working knowledge of Microsoft Office, especially spreadsheets

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Calm under pressure with strong organisation and prioritisation

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Customer-focused, solutions-driven and able to make sound decisions

Location / Commutable From

Stoke-on-Trent, Newcastle-under-Lyme, Kidsgrove, Keele, Chesterton, Cross Heath, Knutton, Wolstanton, Silverdale, Porthill, Bradwell, May Bank, Talke, Audley, Alsagers Bank, Baldwins Gate, Betley, Madeley, Woore, Whitmore, Maer, Loggerheads, Newchapel, Harriseahead, Halmer End and surrounding Staffordshire villages