MacGregor Black
Customer Service Representative
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MacGregor Black is partnering with a premium consumer goods business
Based in London, to recruit a Customer Service Representative who will play a critical role in the company’s expanding direct-to-consumer (D2C) presence.
About the Role
This is a frontline position at the heart of customer experience and brand representation for a business renowned for its design-led, safety-focused products in the baby and juvenile market. As the business scales, the quality of customer interactions takes precedence.
The emphasis is on creating lasting, brand-aligned customer relationships through exceptional service.
Key Responsibilities
- Handle inbound customer enquiries across:
- Phone, email, live chat, and social channels
- Providing prompt, accurate, and caring responses
- Manage D2C orders end-to-end, including:
- Order placement, tracking, and delivery support
- Act as the primary contact for status updates and fulfilment queries
- Resolve issues swiftly, ensuring customer-first decisions regarding:
- Product, delivery, or warranty concerns
- Collaborate with third-party logistics partners and internal teams to address fulfilment delays
- Process returns, refunds, and replacements in compliance with company policy
- Maintain accurate CRM records of all customer interactions
- Develop in-depth product knowledge to offer expert guidance across the full range
- Identify patterns in recurring complaints to recommend service or product improvements
- Support the development of:
- FAQs
- Self-service resources
- Broader customer experience initiatives
- Monitor customer satisfaction metrics, highlighting opportunities for journey enhancement
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Requirements & Qualifications
- Proven experience in:
- Customer service or customer-facing roles
- Preferred: premium or lifestyle brands (e-commerce or retail preferred)
- Strong communication skills:
- Clear, professional, and warm written and verbal communication
- Problem-solving acumen with:
- A customer-first approach
- Ability to remain composed under pressure
- High organisational skills, able to manage:
- Multiple concurrent cases and priorities
- Familiarity with:
- CRM systems
- Microsoft Office or Google Workspace (relevant tools)
- E-commerce platforms
- Online customer query systems
- A plus if experienced with:
- Baby or juvenile product categories
- Legal right to work in the UK
For further details, please contact Jordan Molloy.
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