We are seeking a professional, customer-focused Customer Service & E-Commerce Coordinator to deliver an exceptional experience for our online customers. Representing a superb brand with great products, you will be the first point of contact for customers, providing knowledgeable, friendly and efficient support throughout their purchasing journey.

This role requires excellent communication skills, strong attention to detail and the ability to manage multiple tasks while maintaining the highest standards of customer care.

Salary is highly competitive, benefits are plentiful including company pension, healthcare scheme and an early finish on Friday afternoons.

Key Responsibilities

• Deliver outstanding customer service for all online shop enquiries.
• Manage and respond to Live Chat and chatbot enquiries, including:
• Delivery updates
• Sample requests
• Order tracking and non-delivery queries
• Product information and recommendations
• Product faults and after-sales support
• Escalate complex enquiries by contacting customers directly via telephone when required to provide a personalised service.
• Process online orders by transferring orders from the e-commerce platform into the company's internal order management system.
• Monitor and follow up on outstanding orders, liaising with couriers and transport providers to resolve delivery issues promptly.
• Complete all associated administration accurately and efficiently.
• Work closely with internal departments including Marketing, Finance and Transport to ensure a seamless customer experience.
• Collect and monitor customer reviews and feedback, helping to identify opportunities to continually improve the customer journey.
• Maintain professionalism and consistency across all customer communications.

Skills & Experience

• Previous experience in customer service, preferably within e-commerce, though a good character and personality to suit the brand would be perfect.
• Excellent written and verbal communication skills.
• A user of live chat platforms would be preferable, though we’d look at good email and telephone support experience.
• Strong administration and organisational skills with exceptional attention to detail.
• Comfortable working with ordering and CRM systems or databases.
• A proactive, solutions-focused approach with the ability to resolve customer issues efficiently.
• Ability to prioritise workload and work effectively in a fast-paced environment.
• Professional, positive and customer-centric attitude.

What We're Looking For

The ideal candidate is passionate about delivering exceptional customer service and understands the importance of creating a strong and memorable customer experience. You will take pride in resolving enquiries efficiently, building customer relationships and ensuring every interaction reflects the quality and reputation of our products and brand.

To apply now, send cv to info@squarepegassociates.co.uk