Customer Service Representative (CSR)

At My 1st Years, we are on a mission to become the number one personalised baby brand in the world. Despite our growth, we remain true to our core values of exceptional quality, great value, and outstanding customer service. We create products and experiences that form lasting memories to be treasured for years to come.

We are looking for a motivated, enthusiastic, and customer-focused Customer Service Representative to join our team and help us deliver an exceptional experience to every customer.

This role is an important part of our e-commerce operation, supporting customers throughout their journey—from placing an order through to delivery, returns, refunds, and after-sales support. You will be responsible for resolving inquiries efficiently, providing accurate information, and working closely with internal teams and delivery partners to ensure customers receive the best possible service.

Working Pattern: Thursday to Monday, 9:00am–5:00pm (UK time)

Responsibilities

Customer Support

● Respond promptly and professionally to customer enquiries via email, telephone, and web chat.
● Handle a wide range of customer queries relating to orders, products, delivery, returns, refunds, payments, and general enquiries.
● Resolve customer complaints and issues efficiently, taking ownership through to resolution wherever possible.
● Provide clear, accurate, and helpful information while maintaining a positive customer experience.
● Remain calm, professional, and empathetic when dealing with difficult or sensitive customer situations.

Order & Delivery Support
● Monitor customer orders and provide timely updates regarding order status and delivery.
● Investigate delayed, missing, damaged, or incorrectly delivered orders with courier and delivery partners.
● Follow up on delivery investigations and ensure customers receive appropriate updates.
● Support the processing and communication of returns, refunds, replacements, and other after-sales requirements.
● Check product availability and provide customers with accurate information regarding products, personalisation, and services.

Systems & Administration
● Accurately record customer interactions, enquiries, actions, and resolutions within the relevant systems.
● Follow established customer service procedures, company policies, and communication standards.
● Use multiple systems and platforms efficiently to investigate and resolve customer queries.
● Ensure customer records and case information are complete, accurate, and up to date.
● Identify and escalate complex, sensitive, or unresolved issues to the appropriate team or senior colleague.

Team Collaboration & Continuous Improvement
● Work closely with E-commerce, Product, Operations, Warehouse, Finance, and other internal teams to resolve customer issues efficiently.
● Communicate recurring customer issues and trends to the relevant teams.
● Share customer feedback and insights that could help improve products, processes, and the overall customer experience.
● Identify opportunities to improve customer service processes, reduce repeat enquiries, and improve response and resolution times.
● Support the team with additional tasks and projects as required.

Skills & Experience
● Previous customer service experience is essential, preferably within an e-commerce, retail, or online customer service environment.
● Experience handling telephone, email, and/or live chat customer enquiries.
● Excellent verbal and written communication skills, with a strong command of English.
● Strong listening, questioning, and problem-solving skills, with the ability to understand customer needs quickly.
● Customer-focused, empathetic, and confident when dealing with challenging situations.
● Strong attention to detail, particularly when handling orders, customer information, refunds, and delivery issues.
● Ability to manage multiple enquiries and priorities while maintaining accuracy and service quality.
● Strong organisational and time-management skills.
● Comfortable working independently while also contributing effectively as part of a team.
● Good IT skills and confidence working across multiple systems and platforms.
● Willingness to learn new systems, processes, and product knowledge quickly.
● Proactive approach to identifying issues and finding practical solutions rather than simply passing problems to others.

What Success Looks Like Success in this role:
● Customers receive prompt, accurate, and professional support.
● Inquiries and complaints are resolved efficiently and within agreed service standards.
● Customer orders, returns, refunds, and delivery issues are handled accurately.
● Customer records and case information are maintained to a high standard.
● Recurring issues and customer feedback are communicated to the appropriate teams.
● The Customer Service team continuously identifies opportunities to improve processes and the customer experience.
● You take ownership of customer issues and work collaboratively to achieve the right outcome.

This is an opportunity to join a growing team where your contribution will have a direct impact on our customers' experience and the continued growth of My 1st Years.

Work Location: In person