Customer Service & Fulfilment Advisor – Harlow (Office-Based)
£28,000pa | E-Commerce Platform
Are you a natural communicator who thrives in fast-paced environments where every interaction counts? Whether you're resolving a delivery hiccup or making a product recommendation that hits the mark, you bring clarity, calm, and care to every customer touchpoint.
We’re seeking an experienced Customer Service Advisor with experience in direct-to-consumer (D2C) and e-commerce platforms. You’ll join a friendly team in Harlow that’s passionate about delivering outstanding service and making online shopping feel human.
What You’ll Be Doing
* Customer Care Across Channels: Responding via phone, email, and live chat, providing knowledgeable and empathetic support for product queries, order tracking, and issue resolution.
* Order & Fulfilment Management: Processing returns and exchanges smoothly, troubleshooting delivery delays, and keeping fulfilment systems updated and accurate.
* Product Confidence: Making personalised recommendations and showcasing product value with sincerity and warmth.
* System Savvy: Maintaining CRM and support tools like Zendesk with precision. Familiarity with platforms like Amazon or similar web sales systems is a plus.
* Team Collaboration: Coordinating with fulfilment and warehouse teams to ensure customers get what they need, when they need it.
What You’ll Bring
* Proven experience supporting direct-to-consumer (D2C) customers in an e-commerce setting
* A warm, professional, and proactive communication style—people trust you to get things done
* Confidence handling multiple enquiries while staying cool under pressure
* Strong organisation and a sharp eye for details that others might miss
* Bonus points for a passion for sport or knowledge of Amazon/web sales
* Comfort with customer service platforms (Zendesk experience is a big plus)
What’s on Offer
* £28,000 salary
* 25 days holiday
* Regular team socials and a genuinely supportive culture
* Excellent onboarding and training
* Clear opportunities for progression as the platform grows
If this sounds like the kind of role you're looking for, we’d love to hear from you. Apply today and help shape a customer experience that’s both impactful and personal.