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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