Customer Service Advisor

Job description

About BSI BSI Merch & Artist Services runs design, supply, fulfilment and e-commerce for artists and their labels and management. We build and run official artist web stores on Shopify for the UK and EU, ship from our warehouses in Leamington Spa and Berlin, and support album campaigns from pre-order through to release week, for artists including Franz Ferdinand, Kneecap, Frank Turner and We Are Palace. Every order through those stores is a fan buying something from an artist they care about. Customer Services is where that relationship is won or lost. The Role You'll answer customers across our artist stores, resolve order, delivery and returns issues end to end, and feed what you learn back to the wider e-commerce team so problems get fixed at the source. What we are looking for You bring professional experience in customer service, clear communication skills, and a practical approach to resolving support requests in a fast-paced environment. Key Responsibilities Customer support Respond to customer tickets by email and chat through Gorgias, across multiple artist stores and in each store's tone. Handle order queries end to end: tracking, delivery delays, address changes, missing items, pre-order dates and cancellations. Manage returns, exchanges, refunds and reships, including damaged and faulty items, collecting photo evidence and processing returns through Loop Returns. Resolve complaints fairly and within our service standards (acknowledgement within 2 working days, resolution within 14 calendar days), escalating to the CS Lead where needed. Apply UK and EU consumer rights correctly, including the 14-day cancellation period and its exceptions. Working with the wider team Chase stock and fulfilment issues with the warehouse and Product team, and flag anything that needs a reship or a hold on stock. Raise patterns early to the Head of Customer Service and/or relevant department Housekeeping and reporting Keep the queue clean: tag tickets accurately, close spam and auto-replies, and keep macros and Help Centre articles up to date where required. Log refunds, reships, common issues and recurring problems so they feed into the monthly CS report for each client. Help maintain and improve the AI Agent's guidance and the CS Help Centre for new stores. Launches and release weeks Our workload follows the music. A store launch, a pre-sale or an album release can…