ECommerce Customer Experience Executive

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