About the Role
We are looking for a proactive and customer-focused individual to join our growing e-commerce team. This role combines high-level customer service with a strong commercial mindset — supporting customers throughout their journey while actively driving sales and conversions.
This is an ideal opportunity for someone who enjoys both customer support and sales, and thrives in a fast-paced, premium e-commerce environment.
Key Responsibilities
* Providing end-to-end customer support for our online store (email and phone communication)
* Managing orders, returns, and complaints in line with brand standards
* Proactively engaging with customers, including follow-ups on abandoned baskets
* Preparing and sending tailored offers to clients to support conversion
* Handling customer enquiries with a strong focus on sales and relationship building
* Ensuring a high level of customer satisfaction and an exceptional shopping experience
* Working closely with logistics and e-commerce teams to ensure smooth order fulfilment
* Resolving issues efficiently while maintaining a professional and brand-aligned tone
Requirements
* Proven experience in e-commerce customer service (experience within the beauty or premium sector is a strong advantage)
* Confidence in sales conversations and ability to convert enquiries into orders
* Strong organisational skills with the ability to manage multiple tasks and priorities
* Ability to work independently and make decisions within company guidelinesExcellent communication skills and a customer-first mindset
* Strong problem-solving skills and confidence in handling complaints professionally
* Comfortable working in a fast-paced environment with high-value orders
Nice to Have
* Experience working with Shopify
* Familiarity with warehouse or order management systems
* Experience with QuickBooks or Odoo
* Experience using VOIP systems
* Additional European languages would be an advantage
What Success Looks Like in This Role
* Fast and professional response times to all customer enquiries
* High conversion rate from enquiries to completed orders
* Strong customer satisfaction and positive feedback
* Smooth handling of orders, returns, and complaints
* Proactive contribution to improving customer experience and internal processes
What We’re Looking For
* A positive, proactive attitude
* A commercial mindset with a focus on results
* Attention to detail and strong organisational skills
* Ability to communicate in a premium, brand-aligned tone
* Someone who takes ownership and genuinely cares about the customer experience
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