Job Overview:

Our client is seeking a friendly, detail-oriented E-Commerce Customer Support Specialist to become the voice of the brand and provide exceptional support across multiple customer channels. You will assist customers with product questions, order updates, delivery concerns, returns, and general inquiries while ensuring every interaction feels personal, professional, and aligned with the brand experience. This role is ideal for someone with strong e-commerce customer service experience who enjoys helping customers, solving problems, and creating positive shopping experiences.

Client Overview:

A growing UK-based e-commerce beauty brand providing premium, ethically sourced hair and beauty products to customers worldwide. The company has experienced strong growth through online sales and is looking for a dedicated customer support professional to maintain excellent customer experiences, improve response times, and support customers throughout their purchasing journey.

Schedule:

Monday - Friday, 8:30 AM - 12:30 PM UK Timezone (GMT/BST) (20 work hours per week)

Responsibilities:

• Customer Support & Communication:
  • Respond to customer inquiries through email, live chat, and social media platforms
  • Provide friendly, professional, and timely support to customers
  • Manage conversations across channels including website chat, Instagram, and TikTok
  • Handle customer concerns with empathy and provide clear solutions
  • Maintain a positive brand tone across all customer interactions
• E-Commerce Order Management:
  • Support customers with: Order tracking, delivery updates, product questions, order changes, returns, and refunds
  • Investigate shipping delays, missing packages, and delivery issues
  • Coordinate with internal teams, warehouses, or logistics partners when required
  • Keep accurate records of customer interactions and resolutions
• Product Support & Customer Guidance:
  • Develop strong knowledge of the product catalogue
  • Assist customers in choosing the best products based on their needs
  • Answer product-related questions confidently
  • Help convert customer inquiries into positive purchasing experiences
  • Identify common questions or concerns and suggest improvements
• Reviews & Customer Experience:
  • Encourage satisfied customers to leave positive reviews
  • Support customer retention through excellent service
  • Track recurring customer issues and provide feedback to improve processes
  • Help maintain a premium online shopping experience

Requirements:

• 3+ years of experience in e-commerce customer support, customer service, online retail support, or customer experience roles
• Strong written and verbal English communication skills
• Experience managing customer conversations professionally and warmly
• Ability to resolve problems independently and proactively
• High attention to detail when managing orders and customer information
• Comfortable working remotely and managing tasks independently
• Experience using e-commerce platforms such as Shopify or WooCommerce

Highly Regarded Skills & Experience:

• Shopify experience
• Experience with live chat platforms (such as Talk.to, Tawk.to, or similar tools)
• Instagram and TikTok customer support experience
• Experience working with beauty, fashion, hair, or lifestyle brands
• Knowledge of returns, refunds, shipping, and logistics processes
• Experience in encouraging and managing customer reviews

Ideal Candidate Profile:

Our client is looking for someone who is:

• Warm and customer-focused
• Patient and solution-oriented
• Strong at written communication
• Detail-oriented and organized
• Comfortable handling multiple customer conversations
• Passionate about delivering five-star experiences

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring

Note:

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.