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 guidelines,
* Excellent 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 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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