JOIN THE TEAM BEHIND ONE OF THE UK’S LEADING ONLINE CRAFT AND DIY BRANDS!

Hemway is a fast-growing manufacturer of high-quality craft and DIY products, proudly sold online to customers around the world. We’re expanding our customer service team and looking for a motivated Customer Service E-commerce Agent to help us deliver outstanding support to our growing customer base.

WHAT WE’RE LOOKING FOR:

We’re looking for someone enthusiastic, eager to learn, and ready to take initiative. You’ll thrive in a fast-paced environment, be proactive in solving problems, and take pride in going the extra mile. This is an ideal opportunity for someone looking to grow within a dynamic business and take on more responsibility over time.
As we operate in a busy e-commerce environment, we’re looking for someone who’s willing to get stuck in and support other areas of the business when needed.

REQUIREMENTS:

• Previous customer service experience
• Familiarity with e-commerce and online marketplaces (e.g. eBay, Amazon, Shopify)
• Highly organised with a strong willingness to learn
• Excellent written and verbal communication skills
• Strong attention to detail
• A proactive, solution-focused mindset
• Confident using computers and e-commerce platforms (training provided)
• Good typing skills and experience using Microsoft Excel (preferred)

ABOUT THE ROLE:

As a key member of our E-Commerce customer service team, you’ll be the first point of contact for our online customers, resolving queries, processing orders, and ensuring a smooth and positive shopping experience. You’ll also support our e-commerce operations across various platforms including Hemway.com, Amazon, eBay, B&Q, Robert Dyas, Walmart, and more.

KEY RESPONSIBILITIES:

• Responding to customer enquiries via email, chat, and social media
• Managing returns, refunds, and order tracking issues
• Collaborating with internal teams to resolve customer issues promptly
• Assisting in maintaining product listings and updating e-commerce platforms
• Providing feedback on common issues to improve the customer experience
• Ensuring a consistent, high level of service across all communication channels
• Diagnosing and resolving delivery issues with our delivery partners
• Processing refunds and resending damaged or faulty orders
• Using initiative to identify new opportunities within your role