Ecommerce Assistant

In this role, youll support customers by answering their queries, shade matching their hair, and helping to fulfil their orders, playing a key part in ensuring our customers receive a smooth and positive experience from checkout to delivery. You may also find yourself wearing hair extensions and appearing in social media content as part of our brand activity!

Key Responsibilities:

• Respond to customer enquiries via email, social media, and live chat
• Process returns, exchanges, and order updates
• Accurately pick and pack orders in a timely manner
• Maintain a friendly, brand-appropriate tone in all communications
• Ensure the workspace remains clean and organised
• Appear in social media content where required
• Provide product advice, troubleshoot issues, and ensure prompt, professional support

The Ideal Candidate Will Have

• A strong understanding of the online hair and beauty industry
• Strong knowledge of hair extensions and/or personal or professional experience with them
• Minimum of 2 years in a customer care or customer service role, primarily involving written communication (e.g. email, ticketing systems, live chat).
• A proactive and positive attitude with excellent attention to detail
• Strong communication and organisational skills
• Confidence using computer systems
• The ability to work both independently and as part of a team
• A passion for beauty, hair, and delivering brilliant customer experiences

If this feels like the opportunity for you, then be sure to email a cover letter with your C.V. At the top of your cover letter write the word ‘observant’ in capital letters.

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