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About the Role
This role supports the company through Black Friday and its busiest seasonal peak, with two store launches coinciding with this period. The Customer Service Advisor will work on a fixed-term contract from November 2026 to January 2027, contributing to a growing team.
Responsibilities
- Provide the highest standard of service across live chat, WhatsApp, email, Instagram DMs and social media comments, using TALA’s brand tone of voice.
- Prioritise live channels and manage several conversations at once, aiming for high first-time resolution with informative, caring replies.
- Help customers with order tracking and delivery queries, including delays and parcels marked as delivered but not received, working with our fulfilment partner and couriers.
- Support returns, refunds and exchanges: guide customers through our returns portal, process returns accurately and keep customers updated on their status.
- Handle faulty, missing, incorrect and damaged item claims: gather evidence, follow agreed processes and escalate using our escalation matrix.
- Give confident product, sizing and fit advice so customers buy the right size first time, and answer stock, restock and promotion questions during Black Friday and the Winter Sale.
- Process order changes, cancellations and address updates within agreed timeframes.
- Respond to customer feedback and product reviews, both positive and negative, and pass on any action or feedback needed.
- Liaise with the brand and social media teams so replies follow our brand guidelines, and stay up to date on planned launches and social activity.
- Act as the voice of the customer: share product feedback, recurring issues and ideas to improve our FAQs and help centre, so customers can self-serve 24/7.
- Use and help maintain macros and template replies, tagging tickets accurately so our reporting stays reliable.
- Work towards daily productivity targets, handling queues in the agreed priority order.
- Support other tasks during busy periods when needed as part of the wider Customer Service team.
Requirements
- Work a rota that includes weekends, some bank holidays and selected dates over Christmas and New Year.
- Occasionally work outside normal business hours during launches and peak periods.
- Previous customer service experience, focused on written communication (email, chat and social media).
- Experience responding to and moderating social media channels.
- Strong IT skills and confidence learning multiple platforms, some of them bespoke.
- Fast, accurate typing and clear, friendly written English, with strong attention to detail.
- The ability to stay calm and kind with challenging customers while sticking to policy.
- Problem-solving skills, thinking quickly and creatively to find solutions for our customers.
- Strong time and task management, and the ability to juggle several conversations at pace.
- A personality that thrives in a fast-moving, quickly changing environment, with the willingness to try new things and take initiative, using good judgement to resolve issues or escalate for support.
- A passion for great customer experiences, keeping the customer at the heart of everything you do.
Skills
- Gorgias
- Shopify
- SWAP returns
- Monday.com
- Slack
- Written communication
- Social media moderation
- IT skills
- Typing
- Attention to detail
- Calmness
- Kindness
- Problem-solving
- Time management
- Task management
- Adaptability
- Initiative
- Good judgement
Location
- Hybrid
Work Type
- Fixed-term contract
- 37.5 hours a week
Experience Level
- Previous customer service experience
Benefits
- 25 days holiday a year plus bank holidays
- Very generous employee discount after probation period
- Nominated Friends & Family Discount
- Clothing allowance spending gift
- Enhanced maternity/paternity pay
About the Company
- This is an exciting opportunity for someone looking for their next challenge in a well-funded, fast-paced and high-growth ecommerce start-up.