Job Summary
We’re looking for an eCommerce Customer Service Advisor to own and enhance theend-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:
Own the end-to-end eCommerce customer journey, across web, email, delivery, returns, post-purchase support and reviews.
Identify and prioritise friction points (e.g. product information gaps, delivery ETA uncertainty, damages, returns complexity).
Ensure the customer journey reflects a premium interiors brand (tone of voice, service standards, proactive comms).
Meet high-end service SLAs/KPIs, driving improvements in response times, resolution time, and quality.
Use the existing system processes for common interiors challenges:lead times and back orders delivery booking and tracking
Work with 3PL, couriers and installation partners to improve delivery experience and reduce exceptions.
Experience:
Proven experience in customer experience / customer operations, ideally in interiors, homeware, furniture, premium retail, or a high-consideration category.
Strong grasp of operational drivers: fulfilment, delivery, returns, and how these impact customers
Comfortable working with CRM’s, Microsoft outlook, word, excel