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About the Role

Our Customer Care team is integral to our success, acting as the frontline for customer inquiries, feedback, and support. We are seeking a Customer Experience Executive to support the operational engine behind customer care, ensuring systems, processes, and partnerships that support the customer journey run smoothly. This role sits at the intersection of Customer Care, Operations, Ecommerce, and Finance, helping resolve complex operational issues, manage customer experience tools, and support marketplace relationships. Your work will empower the Customer Care team to respond quickly, accurately, and confidently to customer queries. This is a practical role for someone who enjoys problem-solving, investigating operational issues, and coordinating across teams for swift resolutions.

Responsibilities

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.
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.
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.
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.
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.
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.
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.
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.

Requirements

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.

Skills

Customer Care
Customer Experience
Ecommerce Support
Operational Support
Issue Resolution
Chargeback Management
Marketplace Support
Customer Experience Tools
Ecommerce Platforms (e.g., Shopify)
Customer Service Tools (e.g., Gorgias)
Communication
Organization
Attention to Detail
Problem-Solving
Cross-functional Collaboration

Experience Level

Early Career

About the Company

One Retail Group is an international online retailer, brand owner, and marketplace specialist.
We 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.