Customer Service & E-commerce Support Specialist Full Time NEW

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 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 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.