Customer Service Representative

Description About Us Avenir Collective - Building the future of beauty, personal care and lifestyle brands. We’re building a new kind of consumer brand platform focused on trusted products, long-term value and meaningful growth. If you’re excited by building brands, solving problems and working alongside collaborative, driven people, we’d love to hear from you. Requirements Your Role at a Glance As a Customer Service Representative, you will play a crucial role in delivering exceptional customer experience across our portfolio of brands. Your main focus will be resolving customer enquiries efficiently and empathetically, ensuring every interaction reflects our commitment to outstanding service, while working collaboratively with teams across the business to continuously improve the customer journey. This role is ideal for someone passionate about customer experience and a keen problem-solver who’s excited to work in a fast-paced, growing business where every interaction makes a difference. Location & Flexibility Full-time, Contract, Fully remote role. 40 hours per week, 9 am to 6 pm (BST) with a one-hour lunch Location & Flexibility Full-time, Contract, fully remote role. 40 hours per week, 9 am to 6 pm (BST) with a one-hour lunch Key responsibilities Deliver exceptional customer support across email, marketplaces (Amazon, Walmart and Bol) and ecommerce platforms (Shopify and TikTok Shop), ensuring every interaction provides a positive customer experience. Resolve customer enquiries, complaints, returns and warranty claims efficiently, balancing customer satisfaction with company policies. Collaborate with cross-functional teams to investigate issues, resolve customer concerns and drive continuous process improvements. Maintain accurate customer records and case documentation across systems, including Confluence and PIM, ensuring information is up to date and accessible. Meet agreed service level agreements (SLAs) and quality standards through effective case management and prioritisation. Identify recurring customer trends and feedback, sharing insights that help improve our products, processes and overall customer experience. About you Previous experience in a customer service or customer support role, ideally within an ecommerce environment. Experience supporting customers across marketplaces such as Amazon, Bol, Walmart, TikTok Shop and Shopify. Confident using customer support platforms such as eDesk. Experience with NetSuite is advantageous. Excellent written and verbal communication skills, with the ability to build trust and resolve issues effectively. A proactive problem solver with strong organisational skills and keen attention to detail. Comfortable working independently in a fully remote environment while collaborating effectively with a wider team. Experience within the beauty, skincare or consumer goods industry would be beneficial, but is not essential. Avenir Collective is proud to be a disability-committed employer registered in the UK. If you identify as having a disability and meet all of the criteria set out in the job description, we would like to support you through the interview stage. We celebrate diversity and are committed to creating an inclusive work environment where all employees and applicants can flourish. Note: By submitting your application to join our talent pool, you consent to the collection and processing of your personal data in accordance with our privacy policy.