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 and 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 ..... full job details .....