Ecommerce Customer Service Executive

2 weeks ago

London, Greater London, United Kingdom Apricot Full time

JOB OVERVIEW


The Ecommerce Customer Service & Operations Executive will be diligent, proactive and passionate in ensuring that Apricot customers receive a first-class service and that the operations between the ecommerce and warehouse teams are carried effectively & seamlessly.

As the first point of contact for our growing e-Commerce business this is a key role with a 360 view on all aspects of order management and fulfillment.


KEY RESPONSIBILITIES

Customer Journey

  • Feedback these comms to appropriate departments/ relevant team members.
  • Record the contacts and the reasons behind it and report on it on monthly basis.
  • Highlight the most common reasons for contacts, and pitch ideas & suggestions to improve the score.
  • Weekly review of Trustpilot feedback and respond to any negative experiences.
  • Understand the drivers of the Apricot brand and reflect this in Apricot tone of voice.
  • Timely resolution of all queries and complaints whilst managing customer expectations to reduce instances of excessive recontact.
  • Support our customers and demonstrate a depth of understanding & affinity for our products and ranges.
  • Escalate complaints and claims to the relevant member of management when necessary.
  • Maintain and regularly update online FAQ pages to enable customers to resolve queries without the need to make contact.
  • Achieve and sustain a high standard of response times and response rates, improving customer satisfaction and reducing occurrences of recontact.
  • Ensure that all customer data is processed in a manner that is compliant with GDPR requirements.
  • Liaise between the ecommerce and warehouse teams to effectively operate any order cancellations, refunds etc. for both UK & International customers.
  • Flag operational issues that are causing a delay in any ecommerce services such as delivery, missing orders etc.

Payments & Refunds

  • Facilitate telephone & remote payments services.
  • Investigate and resolve delivery issues.
  • Work closely with the warehouse team, to support refund & credit processing (all online payment methods).
  • Manage & investigate payment disputes.
  • Identify, monitor & resolve potential fraudulent customer activity, escalating to the Head of eCommerce when appropriate, to protect the profitability of the business.
Logistics

  • Investigate and take all possible action to resolve complaints regarding the delivery of online orders from Royal Mail, DPD, Hermes etc. and any other 3rd party service provider for UK & International customers.

Key Relationships

  • Report any recurring technical garment faults to the Garment Technologists
  • Work collaboratively with the online warehouse team to audit invoices and ensure that inventory integrity is maintained at all times
  • Support the Head of eCommerce and wider team with any other tasks as required


This is not an exhaustive list of your responsibilities and in the interests of the day to day operation of the business you may be required to carry out work that is not detailed in this document.


Behaviours

  • Passionate about the Apricot brand; a true brand ambassador
  • Places focus above all else on the customer experience
  • Delivers results in a timely manner
  • Remains calm under pressure
  • Able to work to tight and changeable deadlines
  • Able to selfmanage and work on own initiative
  • Relentlessly looks to improve working processes and practices with a commercial approach
  • Remains positive in the face of challenge or adversity

Job Types:
Full-time, Permanent

Benefits:

  • Casual dress
  • Company pension
  • Employee discount

Schedule:

  • Monday to Friday

Experience:

- customer service in an Ecommerce environment: 1 year (required)

Work Location:
One location

  • Ecommerce Customer Experience Executive

    2 weeks ago

    London, Greater London, United Kingdom Zachary Daniels Full time

    eCommerce Customer Experience Executive | London | Salary up to £40,000 + Benefits | LuxuryZachary Daniels Recruitment are partnered with a luxury retailer on the recruitment of an eCommerce Customer Experience Executive role. This is an opportunity to join a highly regarded brand whilst taking responsibility for managing the UK eCommerce/customerservice...

  • Ecommerce Executive

    2 weeks ago

    London, Greater London, United Kingdom Mountain Warehouse Ltd Full time

    At Mountain Warehouse, Ecommerce is central to our ambitious multichannel and international growth strategy. The eCommerce Trading team runs day-to-day and long term trading activity globally for Mountain Warehouse across 11 UK and International sites . The team is responsible for pushing online growth for the business, leading the optimisation of sites...

  • Ecommerce Executive

    2 weeks ago

    London, Greater London, United Kingdom Cranberry Panda Full time

    With the backing of a multi-billion pound business, this brand launched three years ago and is already dominating the Health & Wellness space. They are looking for an experienced eCommerce Manager to drive their online business while delivering commercial targets and building strong foundations for ongoing business growth. This will be the first eCommerce...

  • Ecommerce Executive

    2 weeks ago

    London, Greater London, United Kingdom Mountain Warehouse Ltd Full time

    Vacancy title eCommerce Marketplace Trading Executive (Hybrid role) Ref 35206 Department Ecommerce Location Head office - London, United Kingdom Employment type Full-time Closing date 31/07/2024 Brand Mountain Warehouse Hours 40 Description Overview Mountain Warehouse's eCommerce business is a high growth, international operation that significantly...

  • Ecommerce Senior Client Executive

    2 weeks ago

    London, Greater London, United Kingdom Sainsbury's Full time

    Nectar 360 - Ecommerce Senior Client ExecutiveWhy join usJoining our eCommerce team at Sainsbury's means being part of one of the fastest growing and dynamic areas of our business, where you will play a crucial role in delivering exceptional digital experiences for our customers. As an eCommerce Senior Client Executive, you will have the opportunity to...

  • Ecommerce Trading Executive

    2 weeks ago

    London, Greater London, United Kingdom Mountain Warehouse Ltd Full time

    Vacancy title Online Marketplace Trading Executive (Hybrid) Ref 35206 Department Ecommerce Location Head office - London, United Kingdom Employment type Full-time Closing date 31/07/2024 Brand Mountain Warehouse Hours 40 Description Overview Mountain Warehouse's eCommerce business is a high growth, international operation that significantly contributes to...

  • digital / ecommerce executive

    2 weeks ago

    London, Greater London, United Kingdom cranberry panda Full time £27,000

    Job Description eCommerce Executive | Fashion Oxfordshire (2 days in the office)£27,000 A fast-growing global retail brand is looking for an eCommerce Executive to join their HO in Oxford. This business has seen outstanding growth across all their markets and as a result, they are growing the eCommerce team. This is a broad role which will be a blend of...

  • eCommerce Executive Search

    2 weeks ago

    London, Greater London, United Kingdom Cranberry Panda Full time

    eCommerce Executive Search - Retained Search Benefits The world of eCommerce executive search continues to evolve. Finding those key hires for your business is no easy task, especially with companies competing for top talent. Furthermore, not all senior candidates will be actively looking. That is why a more thought-out and dedicated recruitment strategy...

  • Ecommerce Executive

    2 weeks ago

    London, Greater London, United Kingdom The Growth Foundation Full time

    About the CompanyMultichannel High fashion direct to consumer retailer with an annual revenue on over £30million and making waves across the pond in the US. Their innovative designs and cutting-edge trends have earned them an army of dedicated social media followers and a worldwide customer base as they are not "afraid to break boundaries" with their bold,...

  • Ecommerce Executive

    2 weeks ago

    London, Greater London, United Kingdom Monsoon Full time

    What will you do as a Studio & Ecommerce Executive? You will help to develop and support the Shopify website, site improvements and app integrations, whilst helping to deliver technical projects on time and within budget Uploading new products and data to our Shopify store. Writing and uploading all copy and product descriptions onto the Shopify platform ...

  • Senior eCommerce Executive

    2 weeks ago

    London, Greater London, United Kingdom Omnicom Media Group Full time

    This inclusive employer is a valuable member of myGwork – the largest global platform for the LGBTQ+ business community.We are currently seeking an eCommerce Senior Executive to join the eCommerce Activation team within our Transact team. The role is truly exceptional, and the eCommerce team focuses on developing an integrated eCommerce planning and...

  • Ecommerce Operation Executive

    2 weeks ago

    London, Greater London, United Kingdom boohoo Full time

    We are currently looking for a Ecommerce Operations Executive to join our London ecommerce team. Reporting to the Senior Ecommerce Operations Executive, the Ecommerce Operations Executive is responsible for the day-to-day running of the website with the aim to maximise conversion and create a best in class customer experience. You will make sure that...

  • Ecommerce Executive

    2 weeks ago

    London, Greater London, United Kingdom CV Screen Full time

    An eCommerce Executive, is required for a company in the music sector based in London. A full time equivalent salary of up to £32,000 is offered, depending on experience. Any kind of digital design experience would be useful. This will be an initial 8 week contract with a view to potentially going permanent. This will be an office based position. You will...

  • Ecommerce Assistant

    2 weeks ago

    London, Greater London, United Kingdom PENHALIGON'S Full time

    We are currently looking for an Ecommerce Assistant for L'Artisan Parfumeur. In this role, you will support the smooth running of our growing eCommerce business, working cross-functionally to assist with website merchandising, on site projects and digital media & CRM campaigns to provide an outstanding user experience. You will work alongside the Ecommerce...

  • Senior Ecommerce Executive

    2 weeks ago

    London, Greater London, United Kingdom THG Full time

    THG is a fast-moving, global technology business that specialises in taking brands direct to consumers. Our world-class proprietary tech and infrastructure powers our extensive portfolio of beauty, nutrition and lifestyle brands and is now helping drive exponential growth of our clients' brands globally.We're powered by a global team of over 10,000 ambitious...

  • Senior Biddable Ecommerce Executive

    2 weeks ago

    London, Greater London, United Kingdom Sphere Digital Recruitment Full time

    Senior Biddable eCommerce ExecutiveSenior Biddable eCommerce Executive - Media Agency - London - £35,000The CompanyMy client is a leading global advertising, marketing, and corporate communications agency.They provide services to over 5,000 clients across 100 countries.This is a fantastic opportunity for an experienced Biddable specialist that has...

  • ECommerce Trading Executive

    2 weeks ago

    London, Greater London, United Kingdom Omnicom Media Group Full time

    Join our team as an eCommerce Senior Executive at a progressive company that values diversity and inclusion! Develop integrated eCommerce plans and activation strategies for FMCG clients with global presence Focus on enhancing brand conversion and digital experience on partner and retailer websites Utilize search optimization to drive conversions and...

  • Marketing and Ecommerce Executive

    2 weeks ago

    London, Greater London, United Kingdom Sorted Food Full time

    Job Description This role is based in London, United Kingdom, with flexibility for some remote work. Company Description Sorted Food is a global online food community on a mission to inspire and empower home cooks through the awesomeness of food. We engage daily with the world's largest online foodie community on: Our YouTube and social media channels,...

  • Senior Ecommerce Executive

    2 weeks ago

    London, Greater London, United Kingdom Pentland Brands Full time

    Job title: Senior Ecommerce Executive (Endura) Function: Digital Location: London The role This role will be responsible for the day-to-day trading and content management of our Endura websites. Working with the Ecommerce Manager to develop and implement strategies that deliver against our growth ambitions. The Ecommerce Executive will play a key role in...

  • Head of Ecommerce

    4 weeks ago

    London, Greater London, United Kingdom CVUK Full time

    Are you ready to lead Ecommerce strategy for one of the largest online retailers in the United Kingdom? We have an exciting opportunity with our client who is dedicated to delivering exceptional shopping experiences.Their mission is to empower customers with effortless online shopping experiences and are seeking a strategic Head of Ecommerce to drive digital...