Job Description

Hours: Monday, Thursday, Friday & Saturday 9am-5pm

Pay negotiable depending on experience

About OLPRO

OLPRO is a leading outdoor brand known for innovative camping products and exceptional customer care. We are looking for a dedicated and detail-focused Customer Service Advisor to support our customers with warranty and returns enquiries, ensuring every customer receives a fair, timely, and professional resolution.

Role Overview

This role focuses on handling warranty claims, processing returns, and coordinating repair or replacement decisions. The ideal candidate will be highly organised, customer-centric, and able to confidently manage product-related issues while liaising with internal departments such as Operations and Repairs.

Key Responsibilities

Warranty & Returns Handling

Manage and respond to all customer warranty enquiries. Assess warranty claims, request supporting information, and determine the correct next steps in line with company policy. Process returns and warranty cases from initial contact through to resolution. Communicate clearly with customers regarding repair, replacement, or refund outcomes. Update Customer Management systems with accurate case notes.

Returns Monitoring

Check and monitor all returns due for repair or replacement. Track items scheduled for collection, items in transit, and items arriving back into the warehouse. Monitor daily updates on returned products to ensure timely processing. Liaise closely with the Repairs, Warehouse, and Operations teams to keep all cases progressing.

Customer Support

Provide friendly, professional, and timely responses to all customer queries. Assist with general customer service tasks when required, including email triage and product queries. Maintain a calm, empathetic approach when dealing with frustrated customers or complex cases.

Internal Coordination

Work with Operations, Warehouse, and Repairs teams to confirm product statuses and repair outcomes. Report recurring product issues or trends to management. Escalate unusual or complex cases when needed.

Skills & Experience

Experience in customer service, ideally in a product-based or warranty-focused environment. Strong written and verbal communication skills. Excellent organisational ability and attention to detail. Ability to handle multiple cases simultaneously in a fast-paced environment. Comfortable working with Customer Management or ticketing systems. Problem-solving mindset with a customer-first approach.
Job Types: Part-time, Permanent

Pay: 20,000.00-21,000.00 per year

Expected hours: 30 per week

Benefits:

Casual dress Company pension Employee discount Free parking On-site parking Private medical insurance
Ability to commute/relocate:

Worcester WR6 6NJ: reliably commute or plan to relocate before starting work (required)
Work Location: In person