Customer Care Advisor
Hybrid · Birkenhead, England, United Kingdom
Job Summary
Customer Care Advisor role based in Birkenhead with hybrid working (3 days in office, 2 from home). You will support customers across phone, email, live chat, webchat and social channels, acting as a subject matter expert for Love2shop consumer brands and handling a wide range of queries and transactions. Responsibilities include assisting with orders, returns, cancellations and delivery tracking; processing payments and Direct Debits; resolving disputes; managing account updates and sensitive cases (including deceased accounts); performing KYC checks using third-party systems; helping customers self-serve via web, app and IVR; supporting marketing campaigns with outbound calls; and adhering to GDPR, PCI-DSS and security policies while maintaining accurate customer records and a risk-aware environment.
Required Qualifications
- Experience in a fast-paced customer service environment
- Strong communication skills (written and verbal)
- Comfortable using Microsoft Office (Word, Excel, Outlook)
- A customer-first mindset
- Confidence handling queries across phone, email and live chat
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