Job Description

Aluxo.co.uk is a fast-growing e-commerce brand offering high-quality products and exceptional customer experiences. We pride ourselves on reliable service, smooth online ordering, and attentive aftercare. As we continue to expand, we're looking for a dedicated

E-commerce Customer Service Advisor

to join our team and help uphold our strong customer-first reputation.

Role Overview

As an E-commerce Customer Service Advisor at

Aluxo.co.uk

, you will be the first point of contact for our customers. You will handle inquiries, resolve issues, and provide accurate information across multiple communication channels. Your goal will be to ensure every customer feels valued, supported, and confident when shopping with Aluxo.

Key Responsibilities

Customer Support

Respond promptly to customer inquiries via email, live chat, social media, and phone. Provide clear, professional assistance on order status, shipping, returns, and product information. Maintain a friendly, supportive tone in all interactions, aligned with Aluxo's brand voice.

Order Management

Process and monitor customer orders, exchanges, and returns. Troubleshoot checkout issues, payment problems, and delivery delays. Liaise with our warehouse and logistics partners to ensure smooth order flow.

Problem Solving & Escalation

Handle customer complaints with empathy and professionalism. Identify recurring issues and communicate patterns to the management team Offer practical solutions to create positive outcomes and increase customer loyalty.

Product & Brand Knowledge

Maintain detailed understanding of Aluxo's product catalogue, materials, sizes, care guidelines, and new arrivals. Assist customers with recommendations and guidance based on their needs.

Operational and Administrative Support

Update customer records, resolve ticketing backlogs, and maintain organised communication logs. Assist in improving customer service processes, FAQs, and response templates. Support general e-commerce tasks where needed during busy periods.

Skills & Qualifications Required

Previous experience in customer service, preferably in an e-commerce or retail environment. Excellent written and verbal communication skills. Strong organisational skills and attention to detail. Ability to manage multiple tasks in a fast-paced environment. Experience with CRM or support ticket tools (e.g., Zendesk, Gorgias, Freshdesk). Comfortable using e-commerce systems such as Shopify, WooCommerce, or similar platforms.

Preferred

Experience in logistics, order fulfilment, or returns processing. Familiarity with social media customer support. Basic knowledge of e-commerce best practices.

Personal Attributes

Positive, empathetic, and customer-centric. Proactive and able to take initiative. Reliable, organised, and self-motivated. Able to work both independently and as part of a team. Keen to learn and adapt in a dynamic environment.

What Aluxo Offers

Competitive salary and benefits. Opportunities for growth within a fast-expanding e-commerce business. Supportive team culture with room for personal and professional development. Flexible working options (if applicable).
Job Type: Full-time

Pay: 27,000.00-35,000.00 per year

Work Location: Hybrid remote in Milton Keynes MK10 9RG