Central Employment are working with a rapidly expanding online interiors retailer, as they look to recruit an eCommerce Customer Experience Associate.
* Stockton-on-Tees based, full time office
* £27,000-£30,000 DOE
eCommerce Customer Experience Associate
We're looking for an eCommerce Customer Service Advisor to own and enhance the end-to-end customer journey across this growing retail interior business — from discovery and purchase through delivery, aftercare and loyalty. You'll join the existing Customer Service Team and ensure you maintain high service performance, reduce friction, and deliver a premium, brand-right experience to our client base.
Key responsibilities:
1. Own the end-to-end eCommerce customer journey, across web, email, delivery, returns, post-purchase support and reviews.
2. Identify and prioritise friction points (e.g. product information gaps, delivery ETA uncertainty, damages, returns complexity).
3. Ensure the customer journey reflects a premium interiors brand (tone of voice, service standards, proactive comms).
4. Meet high-end service SLAs/KPIs, driving improvements in response times, resolution time, and quality.
5. Use the existing system processes for common interiors challenges: lead times and backorders, delivery booking and tracking
6. Work with 3PL, couriers and installation partners to improve deliv...