Customer Service

Customer Service & Fulfilment Advisor – Harlow (Office-Based)

£28,000 + Great Culture | E-Commerce Platform

Are you a natural communicator who thrives in fast-paced environments where every interaction counts? Whether you're resolving a delivery hiccup or making a product recommendation that hits the mark, you bring clarity, calm, and care to every customer touchpoint.

We’re seeking an experienced Customer Service Advisor with experience in direct-to-consumer (D2C) and e-commerce platforms. You’ll join a friendly team in Harlow that’s passionate about delivering outstanding service and making online shopping feel human.

What You’ll Be Doing

• Customer Care Across Channels : Responding via phone, email, and live chat, providing knowledgeable and empathetic support for product queries, order tracking, and issue resolution.
• Order & Fulfilment Management : Processing returns and exchanges smoothly, troubleshooting delivery delays, and keeping fulfilment systems updated and accurate.
• Product Confidence : Making personalised recommendations and showcasing product value with sincerity and warmth.
• System Savvy : Maintaining CRM and support tools like Zendesk with precision. Familiarity with platforms like Amazon or similar web sales systems is a plus.
• Team Collaboration : Coordinating with fulfilment and warehouse teams to ensure customers get what they need, when they need it.

What You’ll Bring

• Proven experience supporting direct-to-consumer (D2C) customers in an e-commerce setting
• A warm, professional, and proactive communication style—people trust you to get things done
• Confidence handling multiple enquiries while staying cool under pressure
• Strong organisation and a sharp eye for details that others might miss
• Bonus points for a passion for sport or knowledge of Amazon/web sales
• Comfort with customer service platforms (Zendesk experience is a big plus)

What’s on Offer

• £28,000 salary
• 25 days holiday
• Regular team socials and a genuinely supportive culture
• Excellent onboarding and training
• Clear opportunities for progression as the platform grows

If this sounds like the kind of role you're looking for, we’d love to hear from you. Apply today and help shape a customer experience that’s both impactful and personal.