eCommerce Customer Service Executive

Location: Kilburn, NW6

Salary: £32,000

Hours: Monday to Friday, 7:00am–5:00pm Alternate Saturdays, 7:00am–1:00pm

About the Role:

We are looking for a proactive, detail-oriented eCommerce Customer Service Executive to join this team in Kilburn. You will be the first point of contact for their online customers, delivering exceptional service and support across multiple channels. You’ll work closely with the eCommerce team and other internal teams to ensure smooth order processing and a seamless customer experience.

Benefits:

• Perkbox – 24/7 discounts, wellbeing support, online GP access & more
• Company Pension Scheme
• Group Life Assurance (up to 3x salary, subject to service)
• Staff Discount on all products
• Cycle to Work Scheme
• Employee Assistance Programme
• Long Service Awards
• 23 days annual leave + bank holidays + your birthday off

Key responsibilities:

• Respond promptly to customer enquiries via phone, email and live chat.
• Resolve customer issues efficiently and professionally, ensuring a positive outcome.
• Process online orders and allocate them to the appropriate branches.
• Book parcel collections and liaise with couriers to support on-time delivery.
• Build and maintain positive relationships with customers.
• Report product-related discrepancies (e.g., stock issues, incorrect images or descriptions) to the eCommerce Data team.
• Gather volumetric data by measuring and weighing products in the warehouse or verifying supplier information.
• Complete daily fraud checks and escalate concerns in line with internal procedures.
• Support general eCommerce operations and complete ad-hoc tasks as required.

Requirements:

• Excellent written and verbal communication skills.
• Strong problem-solving skills with a customer-first mindset.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong organisational skills and attention to detail.