Customer Support Executive

Customer Support Executive

Job Summary

We are seeking a Customer Support Executive to manage multi-channel customer inquiries and warehouse logistics. This role ensures customers receive seamless, premium service from order placement through to delivery.

The Customer Support Executive will act as the frontline voice of the brand, managing customer interactions across email, live chat, social media, and review platforms while liaising directly with the fulfilment centre to track shipments, resolve order exceptions, and streamline the returns process.

Key Responsibilities

Multi-Channel Support

• Resolve customer inquiries across email, live chat, and social media platforms.
• Monitor online review platforms (such as Trustpilot), respond professionally to customer feedback, investigate complaints, and turn negative experiences into positive outcomes.
• Assist customers with product enquiries, including sizing, product care, and stock availability.
• Manage order exceptions, including exchanges, refunds, cancellations, and customer detail updates.
• Deliver a consistently professional, friendly, and customer-focused experience across all communication channels.

Warehouse & Logistics Coordination

• Liaise daily with the warehouse and fulfilment team to track delayed shipments, investigate lost parcels, and resolve delivery issues.
• Monitor incoming returns and reconcile returned items with customer records to ensure prompt refunds.
• Process order cancellations and modifications before fulfilment cut-off times.
• Work with third-party courier partners to raise claims for damaged or missing deliveries.
• Ensure customers are kept informed throughout the order fulfilment and returns process.

Requirements

Required Experience & Skills

• E-commerce Experience: Minimum 1–2 years' experience in online customer support, ideally within retail, fashion, footwear, or another consumer products environment.
• Customer Support Systems: Experience using helpdesk platforms such as Zendesk, Gorgias, Freshdesk, or similar, along with Shopify or other e-commerce platforms.
• Logistics Knowledge: Experience working with warehouses, fulfilment centres, or third-party logistics providers to resolve order and delivery issues.
• Communication Skills: Excellent written English with the ability to communicate professionally, empathetically, and in line with a premium customer experience.
• Problem Solving: Able to manage multiple customer conversations while coordinating with logistics teams and monitoring review platforms.
• Organisation: Strong attention to detail with excellent time management and the ability to prioritise competing tasks in a fast-paced environment.