Customer Service Coordinator

Customer Service Coordinator

THE ROLE

Reporting to the Head of Ecommerce, you will contribute to the growth of the organization across all channels of the business, through customer engagement & expert product and service knowledge. We're looking for candidates with call centre or e-commerce experience to come in and really get started! This is great opportunity for someone looking to further their career within a high-growth environment.

WHAT YOU'LL DO

• You will assist customers with order enquiries through several channels (chat, email and telephone)
• You will coordinate and filter all customer queries, and direct them to the right channel when needed (wholesale or retail)
• You will provide product and service information to customers
• You will work with the Operations teams to resolve any order discrepancies
• You will manage all customer services returns and exchange requests in a timely manner and always offering a luxury experience
• You will be reporting back on weekly return rates, product issues, bestsellers, issue with shipping and any customer feedback on the customer journey online
• Create return labels, when needed
• Coordinate any stock adjustment with the warehouse/ Operations team
• Liaise with the warehouse team in case there are faulty/ damaged items
• Create discount codes when needed

WHO YOU ARE

• You have experience with at least 1 year working in customer service, in a luxury/fashion retail environment
• You have excellent communication skills, both verbal and written
• You have the ability to work under pressure in a fast-paced environment
• You are passionate about fashion and understand fashion brands
• You are a proficient user of customer service IT systems (Shopify, Zedonk, Mintsoft a plus)