Customer Advisor – Retail Support

About the role

As a Customer Advisor you will manage end‑to‑end interactions across voice, email, webchat and digital channels, delivering a seamless, high‑quality experience for our customers. Our aim is to be the UK’s number one customer service team by making every interaction easy, personal and right the first time.

Key responsibilities

• Provide support on a wide range of retail‑related queries including orders, products, delivery, returns and general enquiries.
• Use effective questioning techniques to understand customer needs and deliver tailored solutions.
• Educate customers on self‑service options and the products and solutions available.
• Maintain high standards of accuracy and attention to detail while handling each interaction.
• Achieve targets across operational metrics and adhere to scheduled hours, attendance and delivery expectations.
• Work in a fast‑paced, target‑driven environment while meeting performance and quality expectations.

Required profile

• Grade 12 (Matric) qualification.
• 6‑12 months previous customer service experience, preferably in a call centre or high‑end retail environment.
• Strong reliability, attendance and adaptability to changing priorities.
• Resilience when dealing with demanding customers and a focus on achieving performance metrics.

Required skills

• High proficiency in written and spoken English with clear articulation.
• Excellent communication, active listening and questioning techniques.