We are delighted to be recruiting on behalf of a well-established international business for an E-commerce Customer Service Executive to join their growing Operations team.
This is an excellent opportunity for someone who enjoys working in a fast-paced online retail environment and thrives on delivering an outstanding customer experience. The successful candidate will play a key role in supporting customers throughout their online purchasing journey, from order placement through to delivery, returns and resolution of enquiries.
This is a varied role combining customer support, order management, case handling and operational coordination across multiple departments.
Key Responsibilities
- Managing customer enquiries via phone, email and CRM systems
- Processing and managing direct-to-consumer orders
- Providing order updates, delivery information and tracking support
- Handling returns, refunds and exchange requests in line with company procedures
- Managing customer cases from initial enquiry through to resolution
- Recording all customer interactions accurately within CRM systems
- Investigating and resolving customer issues and complaints
- Escalating complex cases to the appropriate internal teams when required
- Working closely with Logistics, Sales, Marketing and After Sales teams
- Maintaining high levels of customer satisfaction and service delivery
- Identifying opportunities to improve customer processes and the overall customer journey
Skills and Experience
- Previous experience within Customer Service, E-commerce Customer Support, Customer Operations or Order Management
- Experience supporting customers within an online retail or product-based environment
- Strong communication skills, both written and verbal
- Experience using CRM systems
- Excellent administration and data entry skills
- Ability to manage multiple customer cases simultaneously
- Strong problem-solving and complaint resolution skills
- Good Microsoft Office skills
- Excellent organisational and time management abilities
Desirable Experience
- Salesforce
- SAP
- E-commerce platforms
- Online retail operations
- Consumer Rights Act and Distance Selling Regulations knowledge
The Ideal Person
- Customer-focused and solutions-driven
- Organised and highly attentive to detail
- Able to remain calm under pressure
- Positive and proactive approach
- Strong relationship-building skills
- Comfortable working across multiple departments
- Passionate about delivering exceptional customer experiences
What’s On Offer
- Permanent opportunity with a well-established international business
- Friendly and supportive team environment
- Varied role with genuine responsibility
- Exposure to multiple areas of the business
- Career development opportunities
- Competitive salary and benefits package
If you have experience within customer operations, e-commerce support, order management or online customer service and are looking for a new challenge within a growing business, we’d love to hear from you.
Apply today for a confidential discussion.
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