Customer Service Executive

🗓️ Working Days and Hours: Monday to Friday, 9 AM – 6 PM (UK Hours); Potential for Flexible Hours

📍 Location: Remote/Online

💷 Salary Range: Attractive, Top-of-Market Salary (paid in GBP/USD)

Palm Outsourcing helps international companies find talent in Egypt.

Please note, we will only be considering excellent applicants with solid demonstrable experience. If you do not have clear and evidenced experience, you will be immediately rejected, so please do not apply.

Contrastingly if you feel you are a right fit relative to the requirements below, please proceed.

Opportunity Overview

Our client is a botanically-inspired British bath and body brand, born in Somerset in 1998 as part of a leading hospitality group’s first country retreat. With strong double-digit growth and a rebrand launching in May 2026, this is a rare opportunity to join an iconic British luxury brand at a pivotal moment in its evolution.

Role Description

We’re looking for an eCommerce Customer Service Executive to join our client’s team. If you’re a warm, detail-oriented communicator who enjoys resolving customer queries with care and efficiency, this could be the opportunity for you. You’ll manage all inbound enquiries via Gorgias, support eCommerce operations in Shopify, and liaise with logistics partners to ensure seamless order fulfilment. This position offers significant personal and professional growth within a fast-growing, brand-conscious environment that values ownership and proactive problem-solving.

Key Responsibilities

Customer Enquiry Management – Handle all inbound customer enquiries via Gorgias across email and live chat, resolving issues related to orders, returns, and product questions with warmth and brand-appropriate tone.
eCommerce Operations – Support Shopify operations including uploading new products, maintaining accurate listings, and contributing to compelling product descriptions.
Logistics Coordination – Liaise with warehouse and logistics partners to track and resolve fulfilment issues, flagging patterns or recurring problems to the wider team.
Order Management – Process exchanges, refunds, and cancellations in Shopify in line with company policies.
Cross-Team Collaboration – Work with marketing and buying teams to ensure product information, promotions, and site content are accurate and up to date.

Minimum Qualifications

Customer Service Experience – Previous experience in a written customer service role, ideally within an eCommerce or retail environment.
Platform Proficiency – Familiarity with Shopify and a helpdesk platform (ideally Gorgias), with comfort navigating backend systems and learning new tools quickly.
Written Communication – Excellent written communication skills with a strong eye for tone, accuracy, and detail.
Problem-Solving Mindset – Proactive approach to issue resolution, taking ownership and following through rather than passing the buck.
Organisation – Highly organised and able to manage a varied workload across customer-facing and operational tasks without dropping the ball.

Bonus Qualifications

eCommerce Background – Direct experience in an online retail or eCommerce customer service environment.
Gorgias Proficiency – Hands-on experience with Gorgias for managing customer support workflows.

Company Benefits

Top-of-the-market pay.
Remote working.
Potential for flexible hours.
Typically, we work with our own laptops, but if you need any extra gadgets to do your best work, we’ve got you covered.
Becoming a part of Palm Outsourcing, where your performance is rewarded in long-term job security and continued growth opportunities.

Thank you for taking the time to apply, we look forward to reviewing your application.