E-Commerce Operations Specialist

2 weeks ago

London, Greater London, United Kingdom Apricot Full time
About the Role

We are seeking a highly skilled and experienced E-Commerce Operations Specialist to join our team at Apricot. As a key member of our e-Commerce business, you will be responsible for delivering exceptional customer service and ensuring seamless order management and fulfillment processes.

Key Responsibilities
  • Customer Journey: Own all e-mail and telephone communication, manage communication / feedback and messaging on social media channels, timely resolution of all queries and complaints, and maintain and regularly update online FAQ pages.
  • Payments & Refunds: Facilitate telephone & remote payments services, investigate and resolve delivery issues, work closely with the warehouse team to support refund & credit processing, and manage & investigate payment disputes.
  • Logistics: Investigate and take all possible action to resolve complaints regarding the delivery of online orders from Royal Mail, DPD, Doddle and any other 3rd party service provider.
Requirements
  • Ideal candidate has at least 12 months' experience of customer service within a digital retailing environment.
  • Familiar with managing customer payment through payment gateways such as Sage Pay and PayPal.
  • Familiar with working with 3rd party logistics suppliers such as Royal Mail and DPD.
  • Experience with Magento would be a benefit.
  • Has an intermediate user of MS Office, specifically Outlook and Excel.
What We Offer

We offer a competitive salary, a dynamic and supportive work environment, and opportunities for professional growth and development.

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