Online Customer Service Executive

About the role

Two positions are open in Apricot's growing Marketplace team at its Moorgate head office in London. You will deliver excellent customer experiences, resolve queries and work across teams to improve the customer journey, with visibility across the customer journey from order through to fulfilment and delivery. One post works Monday to Friday, the other Tuesday to Saturday.

Key responsibilities

• Manage customer communications by email, telephone, Marketplace platforms, social media and other channels, resolving queries and complaints while protecting the brand's reputation.
• Record contacts and reasons, report trends, and escalate complaints, claims and complex issues to management.
• Support customers with payment, refund and credit queries, investigate payment disputes and manage delivery claims with carriers such as Royal Mail, DPD, DHL and Evri.
• Investigate missing, delayed, cancelled or incorrectly fulfilled orders and flag operational issues affecting the customer experience.
• Use customer feedback to improve processes and communications, share insights with clients and internal teams, and help maintain FAQs and knowledge bases.

Required profile

• Previous customer service experience, ideally in ecommerce, retail or a marketplace environment.
• Experience with marketplace platforms or third-party retail partners is advantageous.
• Strong written and verbal communication, organisation and attention to detail.
• Ability to investigate issues, work across departments and handle data and reporting.
• Commercial awareness and a proactive approach to improving the customer experience.

Required skills

• Strong computer skills and ability to learn new systems quickly.
• Ability to prioritise workload and manage competing demands.

The role is permanent, full-time, 35 hours over five days, starting at £26,000 per annum.