Customer Service Advisor needed for our Newcastle-under-Lyme based client. The Customer Service Advisor is a critical part of the B2C eCommerce Team, reporting into the eCommerce Manager, and providing an outstanding experience to our global customers, across our full range of digital marketplaces. A day in this role would see you: Answering customer queries across all marketplaces (website, Amazon, eBay, etc.) Responding to customer enquiries from a range of media (telephone, webchat, email, etc.) Managing accounts for customers such as changing personal details, placing manual orders Liaising with our external 3PL to ensure all orders are processed within expected SLAs Managing customer returns and liaising with Quality and Product teams to ensure optimum outcomes Chasing lost or delayed order deliveries with our 3PL, as well as courier companies Always providing excellent customer service, while building and maintaining a professional relationship with customers Investigating recurring issues and providing suggestions to our website and product listings to reduce common issues Working with other internal teams to provide a streamlined experience for customers Communicating with the Marketing team to understand upcoming B2C campaigns and plan workload accordingly, as well as working within brand guidelines The ideal candidate would have: Excellent Customer service experience Excellent communication and listening skills A confident telephone manner Very strong IT skills