E-Commerce Assistant

Superb PA; Little London; On-site; GBP 40,000 - 50,000; Full time

Job summary

A client from the service industry is seeking a dedicated Customer Service Lead in Little London. You will manage customer interactions across various channels, enhance customer service processes, and introduce AI tools for efficiency. Strong organizational skills and previous customer service experience are essential for this pivotal role. The position requires on-site work Monday to Friday.

Qualifications

• Proven experience in a customer service role with team lead responsibilities.
• Experience using customer service helpdesk platforms.
• Strong written and verbal communication skills.

Responsibilities

• Act as the primary point of contact for all customer enquiries.
• Develop and refine customer service processes.
• Collaborate with graphic designer to create templates.

Skills

Customer service experience

Team leadership

Process development

AI tool usage

Written communication

Verbal communication

Organisational skills

Tools

Edesk

Zendesk

Freshdesk

Job description

Our client are seeking a dedicated and proactive Customer Service Lead to build and manage their in‑house customer service function. As the first point of contact and sole representative, you will deliver an outstanding customer experience across all communication channels (email, phone, live chat, and social media) while developing processes, resources, and templates to ensure efficiency and scalability. This is a hands‑on, pivotal role for someone who is organised, self‑motivated, and eager to take ownership. You will have the opportunity to shape customer service operations from the ground up, introduce smart systems, and leverage AI tools where applicable to improve speed and consistency.

Key Responsibilities

• Act as the primary point of contact for all customer enquiries via email, phone, live chat, and social media.
• Develop, implement, and continually refine customer service processes, including handling of refunds, returns, and complaints.
• Create and maintain customer service templates (FAQs, response scripts, and standard communications) to ensure consistent tone, efficiency, and compliance.
• Collaborate with customer service helpdesk software and graphic designer to design workflows, templates, and automated solutions that enhance productivity.
• Explore and apply AI tools to streamline processes, generate response drafts, and improve customer satisfaction.
• Oversee and manage return settings and Q&A sections across all marketplaces.
• Maintain and update accurate customer-facing resources, including product usage guides, benefits, and safety information.
• Ensure all communications align with brand voice and meet regulatory compliance requirements.
• Professionally handle incoming phone calls and resolve queries promptly and effectively.

Requirements

• Proven experience in a customer service role with team lead or process development responsibilities.
• Demonstrated experience working with customer service helpdesk platforms (e.g., Edesk, Zendesk, Freshdesk, or similar) to create templates and optimise workflows.
• Confidence using AI-enabled tools within customer service environments.
• Strong written and verbal communication skills with a keen eye for detail.
• Excellent organisational abilities and ability to manage multiple tasks simultaneously.
• Experience creating and maintaining Standard Operating Procedures (SOPs) and documentation.
• Hands‑on experience managing multiple communication channels (email, phone, live chat, social media).
• An interest in health & wellness.
• Ability to work on‑site Monday to Friday, 8am–4pm.