Customer Experience Coordinator

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.