Marketplace Customer Experience Specialist

Apricot; Greater London; On-site; GBP 23,000 - 29,000; Full time

Job summary

Apricot is seeking two customer-focused individuals to join our Marketplace operation at the Moorgate Head Office in London. One role operates Monday to Friday, the other Tuesday to Saturday, with 35 hours across the week and a starting salary of £26,000 per annum.

You will deliver outstanding customer service across channels, collaborating with Customer Services, Ecommerce, Warehouse and other teams to ensure a seamless journey from order to delivery.

Qualifications

• Previous experience in customer service, ideally within ecommerce or marketplace environments.
• Strong written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Confident investigating issues and working across multiple departments to reach a resolution.
• Comfortable working with data, reporting and customer contact information.
• Ability to prioritise workload effectively and manage competing demands.
• A proactive approach, with a genuine desire to improve the customer experience.
• Commercial awareness and an understanding of the wider impact of customer service decisions.

Responsibilities

• Manage customer communications via email, phone, Marketplace platforms, social media and other channels.
• Collaborate with Marketplace clients and internal teams to resolve customer queries and issues.
• Provide timely, accurate responses while upholding Apricot’s brand tone.
• Minimise repeat contacts by managing expectations and delivering a positive experience.
• Develop understanding of Marketplace platforms and related processes.
• Support other customer service activities within Apricot as needed.
• Maintain awareness of the customer journey from order to fulfilment and delivery.
• Liaise with Ecommerce, Warehouse and internal teams to resolve order issues promptly.
• Investigate missing, delayed or incorrectly fulfilled orders and take appropriate action.
• Flag operational issues impacting the customer experience and suggest improvements.
• Identify patterns in customer issues and communicate improvements to teams.
• Provide support across broader customer service and fulfilment activities.

Skills

Customer service experience

Written & verbal communication

Organisational skills

Problem solving

Data handling

Tech-savvy

Prioritisation

Proactive attitude

Commercial awareness

Job description

Apricot is seeking two customer-focused individuals to join our Marketplace operation at the Moorgate Head Office in London. One role operates Monday to Friday, the other Tuesday to Saturday, with 35 hours across the week and a starting salary of £26,000 per annum.

You will deliver outstanding customer service across channels, collaborating with Customer Services, Ecommerce, Warehouse and other teams to ensure a seamless journey from order to delivery.