eCommerce Customer Service Executive

Ecommerce Customer Service Executive

Are you passionate about delivering exceptional digital customer experiences? Our client, one of the most innovative and fast-growing consumer brands to launch in the past 15 years, is seeking an Ecommerce Customer Service Executive to join their high-performing team.

This is an exciting opportunity to play a key role in enhancing customer journeys across digital platforms and supporting the company’s eCommerce growth strategies. If you thrive in a fast-paced, dynamic environment and are looking for a chance to grow personally and professionally, this could be the role for you.

The RoleAs Ecommerce Customer Service Executive, you will be responsible for delivering seamless support across digital platforms, driving customer satisfaction and retention while contributing to the overall eCommerce strategy. You will collaborate closely with internal teams to optimise customer experiences and assist in key operational tasks to support the company’s ambitious growth goals.

Key Responsibilities:

• Manage daily customer queries via Zendesk, ensuring timely responses and creating feedback loops to improve processes.
• Enhance Zendesk automations to streamline operations and improve service efficiency.
• Monitor and engage with customer reviews on platforms such as Yotpo or Trustpilot, ensuring follow-up actions are taken.
• Process customer returns and refunds promptly, ensuring an exceptional level of service.
• Support the quality control team by managing product feedback and ensuring timely communication.
• Collaborate with the eCommerce team on site operations, campaign planning, and customer journey optimisation.
• Provide input on digital paid campaign planning to ensure customer experience is a priority.
• Assist with sample orders and support internal teams to maintain smooth coordination across the business.
• Contribute to the development of eCommerce strategies, focusing on initiatives that enhance the digital customer experience.
• Potential involvement in supporting international eCommerce sites as the business expands globally.

Skills and Experience

• Previous experience using Zendesk or similar digital chatbot platforms is essential.
• Experience with customer review platforms such as Yotpo, Feefo, or Trustpilot is highly desirable.
• Strong problem-solving skills, with the ability to adapt quickly in a fast-paced environment.
• Proven experience working within an eCommerce team or similar customer service/digital support environment.
• Proficiency in MS Office, MS Excel, and CRM platforms.
• Excellent interpersonal and communication skills, with the ability to build strong relationships internally and externally.
• A proactive, flexible, and driven approach to work, with the ability to manage multiple priorities effectively.
• An interest in the sports nutrition industry and alignment with the brand’s values is an advantage.

Benefits

• Incentive Plans and Recognition Awards.
• Flexible Working Approach.
• 25 days annual leave + bank holidays, plus your birthday off.
• Private Medical Insurance (for you and your family) and Life Assurance.
• Enhanced Maternity and Paternity Pay.
• Contributory Pension Scheme.
• Huge staff discount on products.
• Subsidised on-site gym, restaurant, and café.

How to Apply

If you’re passionate about eCommerce and customer experience, and want to join a forward-thinking business with exceptional growth opportunities, we’d love to hear from you! Apply now to be part of an exciting journey with one of the most dynamic brands in the FMCG industry.