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