Customer Experience Coordinator

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


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.


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 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.