Customer Experience Coordinator

Location: Sydney, New South Wales
Job Type: Permanent
Salary: Negotiable
Contact: Hilary Williams
Call: Hilary
Reference: 20012972_1592293417

THE COMPANY:

Our client is a luxury homeware brand that no home can do without. They are now looking for a Customer Experience Coordinator to join their busy team.

THE ROLE:

Reporting to Business Solutions Manager, the main responsibilities will be providing exceptional Customer Service and continually strive to improve the customers' total experience with the brand. The main responsibilities include:

  • Respond to all US incoming email enquiries in a confident, timely and accurate manner in line with the brand guidelines
  • Monitor and resolve customer questions and issues
  • Flag high risk orders to protect the business
  • Ensure customer satisfaction by guiding customers through the returns process and answering product and styling questions
  • Update and create policies and procedures in relation to the customer service experience for future reference
  • Monitor social media comments and flag to marketing
  • Ensure feedback on products or services is passed on to be actioned by relevant departments
  • Collate data on quality from customers to the Product Category Manager
  • Champion the US and Canadian customer experience and produce
    regular reports to monitor
  • Support the B2B Customer Service side by onboarding new customers, trouble shoot any issues and monitor accounts

YOU:

  • You will need to have previous customer expereince in a luxury retail role, preferably in the US & Canadian market
  • Be able to work out of normal hours 4am - 12pm and from home
  • Excellent written and verbal communication
  • Have a real passion for connecting with people and finding ways to exceed customers' expectations
  • Enjoy working independently and good at reporting findings back to the relevant teams

If you love liaising with customers, have a 'can do' attitude and open to working out of normal hours, then we look forward to hearing from you.