Customer Service Advisor

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Customer Service Advisor

Milton Keynes

Job Details

Our client, a global music company is seeking a Customer Service Advisor to provide excellent support to the eCommerce department in handling customer enquiries. The role is based in Milton Keynes.

Key responsibilities to include:

  • Liaising between customer, distribution and carrier as required.
  • Performing all administration for eCommerce.
  • Reviewing existing processes, and updating new processes with documentation.
  • Meeting all KPI’s within areas of responsibilities.
  • Communicating effectively with colleagues across the department.
  • Escalating any issues to your manager, providing all necessary details.
  • Carrying out any ad-hoc tasks when necessary.
  • Building excellent relationships with customers, Distribution, Labels and third-party customers and representations.
  • Liaising with Sales representatives, Senior representatives and eCommerce team.
  • Ensuring that customers are kept informed of any relevant information.
  • Helping to manage and prevent suspected fraudulent orders.
  • Using in house systems, courier systems, warehouse management systems to look into customer orders.
  • Answering all telephone and email enquires promptly and professional.
  • Monitoring, updating, and tracking queries via software to ensure timely resolution.
  • Assisting customers in an accurate, efficient and professional manner.
  • Providing feedback on problems incurred, following up problems with other departments.
  • Dealing with all eCommerce related enquires in a professional and timely manner.



  • Customer contact role held previously.
  • Good communicator.
  • Ability to multitask.
  • CMS & system to review and check orders within multiple software systems.
  • Adept as using CRM/Customer service software solution to manage inbound customer service contacts.


  • Track record of using the admin area of eCommerce systems to interrogate orders.
  • Use of ticked CRM tools for customer service.
  • Zendesk or ticked based resolution similar software experience.
  • Experience in using live chat tools for customer service.
  • Ability to speak with customers and resolve order queries across email, customer tickets, live chats and social media.

Please note that due to the volume of CV submissions, only successful candidates will be contacted regarding this role.

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