Job Description

E-commerce Service Advisor
Northampton
Up to 26,000 DOE
Monday - Friday 8:30-16:30
An established luxury brand is seeking a proactive and customer-focused E-commerce Assistant to join its expanding online team. This would suit individuals passionate about delivering exceptional service through both email and phone communication.
The ideal candidate will have strong interpersonal skills, a keen interest in fashion and a genuine enthusiasm for building lasting customer relationships.
Key Responsibilities:

• Support the day-to-day running of the e-commerce department, including managing stock, processing orders, responding to enquiries, and coordinating deliveries and returns.
• Provide personalised and timely responses to customer enquiries via phone and email, taking full ownership of each interaction.
• Resolve complaints effectively, balancing customer satisfaction with adherence to company policies.
• Gain insight into the production process to offer informed product guidance to customers.
• Develop a thorough understanding of the brand's products, values, and customer service standards.
• Promote other services such as in-store retail or special orders where appropriate.
• Monitor and report on feedback, returns, and customer trends.
• Ensure compliance with data protection regulations (e.g., GDPR).

• Excellent written and verbal communication skills.
• A customer-first mindset with the ability to build rapport remotely.
• Prior experience in customer service, particularly via email or phone.
• Interest in retail and fashion desirable.
• Positive, adaptable, and enthusiastic.

• Team-oriented and comfortable working in a close-knit environment.
• Process-driven with strong attention to detail.