Customer Service Role Purpose
The Customer Service Coordinator is responsible for managing customer inquiries, resolving issues, and ensuring a positive online shopping experience for our customers across eCommerce, Branded Partnerships and Retail channels. They work closely with various departments to provide seamless support and maintain the brand's reputation for exceptional customer service.
Key Responsibilities
Customer Service
- Manage day-to-day customer communications and activities across customer support channels (including but not limited to email, online chat, Meta messages, Trustpilot / Product Review / Okendo reviews/questions) in a timely and professional manner.
- Process online orders, track shipments, and assist with any delivery-related concerns.
- Provide product information, handle pre-sale and post-sale questions, and guide customers
through the purchasing process.
- Monitor and manage customer feedback, escalate unresolved issues, and follow up on open
cases.
- Collaborate with the sales, logistics, and marketing teams to address customer needs and
improve service delivery.
- Maintain detailed records of customer interactions and transactions using customer service
software. Customer Service Team Escalation
- Stay updated on product knowledge, promotions, and company policies to provide accurate information.
- Support casual customer service teams through training, coaching, development, rostering, and task delegation.
- Serve as an escalation point for the Customer Support teams in other DTC regions; as well as a point of reference for best practice Customer Support operations for other global markets & distributors.
What You'll Bring
- Experience in a retail or e-commerce environment welcomed.
- Strong written and verbal communication skills.
- Excellent problem-solving abilities and attention to detail.
- Ability to work independently and as part of a team.
- Proficiency in Microsoft Office and basic knowledge of CRM software
- Capacity to work independently and proactively
- High aptitude for following communication guidelines, procedures, and policies
- The ability to work collaboratively on projects and deliver to multiple deadlines.
- Strong analytical skills with the ability to support data-driven insights.
- Effective communication and collaboration skills, with strong ability to work in a team
environment.
- Exceptional organisational skills, attention to detail, and ability to manage multiple projects in a
fast-paced environment.
- Creative thinker, ability to think strategically, and provide innovative solutions.
Why This Role Matters
The Customer Service Coordinator is essential to maintaining strong customer relationships in a retail business. They ensure timely, helpful responses to enquiries and issues, which directly impacts customer satisfaction and brand loyalty. By coordinating support teams and processes, they help streamline operations and reduce response times. Their insights from customer feedback can guide improvements in products and services. Ultimately, they help protect the brand's reputation and support long-term customer retention. Key Performance Indicators (KPIs)
- 100 Emails / Daily
- CSAT score 4.5 above
- SLA 4 hours
- Productivity per market – Average 5 mins / ticket Direct Reports:
- Customer Service Lead
