Online customer service associate

Located in the heart of the City, Eataly London is a diverse, multi-outlet operation that harmoniously combines retail, restaurants, bars, and various other departments to create an exceptional guest experience. As part of the Eataly London team, you\’ll contribute to our mission of sharing the rich flavours and traditions of Italy with our guests while fostering a vibrant atmosphere for friends and families to gather. Founded in Northern Italy in 2007, Eataly has since expanded its unique stores and concepts to 14 countries across 3 continents. Each location is dedicated to sharing our core ethos of EAT, SHOP, and LEARN.

Position:

Earnings: be £13.46 per hour plus 8% quarterly bonus

Location: London, EC2M 3YD

Contract type: permanent, full-time, on-site, shifts falling in rotation between 9am and 9pm and will include weekends.

As the Online Customer Service Associate, you will be responsible for providing a seamless and positive experience for our online customers by providing timely support with online orders, inquiries, and issue resolution. This role also aims to contribute to the overall efficiency and customer satisfaction of the grocery team by assisting with in-store operations when needed. A successful candidate will be adaptable, customer-focused, and ready to support both digital and physical aspects of the shopping experience.

This role will work on a rota basis, which will include evenings, weekends, and bank holidays as needed by the business.

What you will do…

Online Customer Care & Orders

• Respond to customer queries via phone, email, or chat about orders, products, deliveries, and returns.
• Manage online orders through our Slerp platform—tracking details, handling cancellations, substitutions, and updates.
• Work with our fulfilment team and delivery partners (like DPD) to make sure orders arrive on time and in perfect condition.
• Process refunds, arrange discounts when needed, and keep customers informed of any delays.
• Keep meticulous records of orders, issues, and resolutions.

In-Store Support

• Help pick, pack, and dispatch grocery orders.
• Keep shelves stocked, products rotated, and the store looking its best.
• Offer great face-to-face service when needed.

Inventory & Product Management

• Keep our online stock levels accurate, update prices and descriptions, and upload new products.
• Conduct inventory checks and order supplies when running low.
• Make sure product images and listings are up to date (sometimes snapping photos yourself).

Marketing & Admin

• Support product promotions and CRM email campaigns.
• Prepare invoices, maintain digital and paper records, and work closely with our internal teams and platform providers to fix any hiccups.

Requirements:

• Experience in customer service, retail, or e-commerce (bonus points if you’ve handled online orders before).
• A great communicator who can keep calm and positive under pressure.
• Comfortable with tech—computers, tablets, and customer service software.
• Detail-oriented, organised, and always ready to jump in and help the team.
• Flexible availability, including evenings, weekends, and holidays.

Other information:

THE PERKS OF BEING AN EATALIAN…

• 40 hours contract.
• Free meal on shift.
• Internal career progression and global opportunities across the Eataly stores.
• 20% employee discount across retail, bars, and restaurants.
• Discounted Gym memberships.
• WeCare – a health platform offering access to 24/7 GP, Financial, Mental and Physical well-being.
• MyEataly – our own benefit portal offering you free discounts, rewards, and cashback programs.
• \”Refer a Friend\” and earn up to £300 per person.
• Cycle to work scheme.
• No interest technology loans.
• Employee assistance program.
• And much more available through our benefits platform.

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