At a Glance
- Tasks: Support customer care operations and resolve complex issues to enhance customer experience.
- Company: Join an exciting international online retailer with a collaborative culture.
- Benefits: Gain valuable experience in ecommerce, competitive salary, and opportunities for growth.
- Other info: Fast-paced environment with opportunities to learn and grow across multiple business areas.
- Why this job: Make a real impact on customer satisfaction while developing your skills in a dynamic environment.
- Qualifications: 1-2 years in customer care or ecommerce support, strong communication and problem-solving skills.
The predicted salary is between 30000 - 40000 £ per year.
What does our Customer Experience Executive do?
Our Customer Care team are integral to our success.
Without our customers, we do not have a business.
They are the frontline for questions, feedback and support, ensuring every interaction reflects the high standards we set for our brands.
We are looking for a Customer Experience Executive to support the operational engine behind customer care.
This role sits at the intersection of Customer Care, Operations, Ecommerce and Finance, ensuring the systems, processes and partnerships that support the customer journey run smoothly.
Working closely with the Customer Care Manager and Customer Care Supervisor, you will help resolve complex operational issues that impact customers, manage key customer experience tools and support our marketplace relationships.
Your work will ensure the wider Customer Care team can respond quickly, accurately and confidently to customer queries.
This is a highly practical role for someone who enjoys problem solving, digging into operational issues and coordinating across teams to get things fixed quickly.
You will investigate delivery and fulfilment problems, manage chargebacks and marketplace escalations, monitor operational performance and identify recurring issues that affect the customer experience.
Success in this role comes from being organised, proactive and detail focused.
You will spot patterns, elevate risks early and ensure that both customers and internal teams have the information they need to resolve issues quickly.
For someone early in their career who wants to develop a deep understanding of ecommerce operations and customer experience, this role offers exposure across multiple areas of the business and the opportunity to make a real impact.
Responsibilities
- Customer Care Operational Support
- Act as an operational support partner to the Customer Care team, providing guidance on complex order and operational queries.
- Coordinate with internal teams such as Operations, Ecommerce and Finance to resolve issues that impact the customer experience.
- Support the team in handling escalations and complex cases that require investigation beyond standard customer support processes.
- Order, Fulfilment and Delivery Issue Resolution
- Investigate fulfilment and delivery issues impacting customer orders, including dispatch problems, mispicks, damaged orders and delivery disputes.
- Coordinate with Operations and logistics partners to ensure issues are resolved quickly and accurately.
- Support internal coordination during operational incidents such as courier disruptions or fulfilment delays to ensure the Customer Care team has clear updates and messaging for customers.
- Chargebacks and Payment Disputes
- Manage customer chargebacks and payment disputes across relevant platforms.
- Coordinate investigations with internal teams where required and ensure evidence is compiled and submitted accurately.
- Track dispute trends and highlight any recurring issues that may require operational improvements.
- Marketplace Performance and Escalations
- Act as the primary point of contact for marketplace operational support relating to customer experience.
- Monitor key marketplace service metrics including ticket response times, late dispatches and delayed orders.
- Manage escalations or breaches in marketplace SLAs to protect account health and performance.
- Support the launch of new marketplaces by helping establish Customer Care processes, operational workflows and SLA monitoring.
- Customer Experience Tools and Systems
- Oversee key customer experience tools such as returns, subscription and warranty portals.
- Ensure these systems operate smoothly and support efficient handling of customer queries and processes.
- Identify opportunities to improve workflows, reduce customer friction and minimise churn.
- Ecommerce Feedback Loop
- Work closely with the Ecommerce and Marketplace teams to identify and escalate customer reported issues relating to the website, checkout and product listings.
- Support the investigation and resolution of issues that affect the online customer journey.
- Help surface opportunities to improve the customer experience and reduce unnecessary customer support contact.
- Operational Insights and Continuous Improvement
- Track recurring operational issues and customer trends across support channels.
- Surface insights to the Customer Care Manager and Operations team.
- Support improvements that reduce repeat issues and strengthen the overall customer experience.
- Internal Orders and Samples
- Manage and ship internal and sample order requests from the office for Customer Service, Marketing and other internal teams where required.
- Ensure these requests are fulfilled accurately and in a timely manner.
- Ideal Candidate
- Around 1 to 2 years experience in customer care, customer experience or an ecommerce support role.
- A people focused individual who is empathetic with customers and colleagues and communicates clearly in both written and verbal formats.
- Highly organised with strong attention to detail, particularly when managing customer issues, operational processes and system updates.
- Comfortable working cross functionally with teams such as Operations, Ecommerce and Finance to resolve issues and improve the customer experience.
- Experienced in handling customer queries and escalations within a fast paced environment.
- Familiar with ecommerce platforms such as Shopify and customer service tools such as Gorgias, with the confidence to quickly learn new systems.
- Curious and proactive, with a natural tendency to investigate problems and identify improvements.
- Calm and solution focused when dealing with operational issues that impact customers.
- Someone who takes ownership, follows through and ensures problems are fully resolved.
One Retail Group is an international online retailer, brand owner, and marketplace specialist.
Our story is humble, growing from a single product launched in 2013, we now own multiple brands in the home appliance, lifestyle and personal care categories.
Our future is exciting as we strive to launch onto new platforms and expand our operations even further across the globe.
We work at pace, we learn fast, where necessary we fail fast.
This role will provide you with the chance to leave your mark and make a difference to a very exciting company.
We’re proud of our collaborative team and continued high standards as we work together to achieve our shared ambitious goals.
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Customer Experience Executive in London employer: One Retail Group
One Retail Group is an excellent employer for those looking to kickstart their career in product development within a dynamic and fast-paced environment. With a strong emphasis on collaboration and innovation, employees are encouraged to take ownership of their projects while benefiting from extensive learning opportunities and exposure to the global market. The company's commitment to fostering a positive work culture ensures that every team member can contribute meaningfully and grow alongside the business.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Executive in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at One Retail Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like One Retail Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Executive in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to One Retail Group:Your cover letter is your chance to shine! Tell us why you want to work at One Retail Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at One Retail Group!
How to prepare for a job interview at One Retail Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
