Job Description

Join the Team Behind One of the UK's Leading Online Craft and DIY Brands!

Hemway is a fast-growing manufacturer of high-quality craft and DIY products, proudly sold online to customers around the world. We're expanding our customer service team and looking for a motivated

Customer Service E-commerce Agent

to help us deliver outstanding support to our growing customer base.

About the Role:

As a key member of our customer service team, you'll be the first point of contact for our online customers, resolving queries, processing orders, and ensuring a smooth and positive shopping experience. You'll also support our e-commerce operations across various platforms including Hemway.com, Amazon, eBay, B&Q, Robert Dyas, Walmart, and more.

What We're Looking For:

We're looking for someone enthusiastic, eager to learn, and ready to take initiative. You'll thrive in a fast-paced environment, be proactive in solving problems, and take pride in going the extra mile. This is an ideal opportunity for someone looking to grow within a dynamic business and take on more responsibility over time.

As we operate in a busy e-commerce environment, we're looking for someone who's willing to get stuck in and support other areas of the business when needed.

Key Responsibilities:

Responding to customer enquiries via email, chat, and social media Managing returns, refunds, and order tracking issues Collaborating with internal teams to resolve customer issues promptly Assisting in maintaining product listings and updating e-commerce platforms Providing feedback on common issues to improve the customer experience Ensuring a consistent, high level of service across all communication channels Diagnosing and resolving delivery issues with our delivery partners Processing refunds and resending damaged or faulty orders Using initiative to identify new opportunities within your role

Requirements:

Previous customer service experience Familiarity with e-commerce and online marketplaces (e.g. eBay, Amazon, Shopify) Highly organised with a strong willingness to learn Excellent written and verbal communication skills Strong attention to detail A proactive, solution-focused mindset Confident using computers and e-commerce platforms (training provided) Good typing skills and experience using Microsoft Excel (preferred)

What We Offer:

A supportive and friendly team environment Opportunities for professional growth and career progression Full training and ongoing support Competitive salary
If you're ready to be part of a growing brand and bring your energy, ideas, and commitment to customer satisfaction, we'd love to hear from you!

Apply now and start your journey with Hemway.

Job Type: Full-time

Pay: 23,000.00-26,000.00 per year

Schedule:

Monday to Friday
Work Location: In person