ECommerce Customer Experience Executive

Want to be a part of a premium company that celebrate enduring craftsmanship, considered design, and a warm, personalised approach to service?

As a ECommerce Customer Experience Executive, you will be central to shaping exceptional e commerce service. You will act as the primary point of customer contact, delivering tailored support that reflects our refined brand identity and the unique nature of our collections.

Key Responsibilities

• Engage with customers directly via telephone and electronic communication, providing attentive and personalised support
• Manage all direct customer orders in accordance with internal sales and fulfilment processes
• Respond efficiently to general enquiries, order specific questions, and bespoke requests
• Provide clear updates on order status, delivery timelines, and logistics
• Accurately record all customer interactions within the CRM system
• Resolve complex customer concerns with professionalism and empathy, escalating when required
• Collaborate with internal teams including Design, Sales, Marketing, Logistics, and After Sales Support
• Contribute ideas to enhance customer service processes
• Support ad hoc duties as required

Skills & Experience Required

• Experience in an e commerce customer service role, ideally within a premium or design led brand
• Strong CRM knowledge
• Understanding of Consumer Rights Act and Distance Selling Regulations
• Excellent written and verbal communication skills
• Professional, empathetic, and solution focused approach
• Strong attention to detail and time management
• Proficiency in Microsoft Office
• Order Management systems knowledge advantageous