E-Commerce Operations & Customer Experience Coordinator

Role overview

Key responsibilities

• Respond to customer inquiries through email, chat, and outbound calls when required.
• Assist with order status updates, deliveries, exchanges, returns, and product-related inquiries.
• Handle customer concerns and complaints with empathy and a solution-oriented approach.
• Monitor customer cases and complete follow-ups accurately within required timelines.
• Create a seamless premium customer experience across every interaction.
• Build positive customer relationships while representing the brand's values.
• Document customer interactions and case resolutions accurately.
• Collaborate with internal teams to resolve customer issues efficiently.
• Meet customer satisfaction, service quality, and response time targets.

Requirements

• Proven experience in customer service, customer experience, operations coordination, or a related role.
• Previous experience in fashion retail, e-commerce, or online brands is highly preferred.
• Excellent written and verbal communication skills in English.
• Strong problem-solving, organizational, and conflict-resolution skills.
• Ability to work independently in a remote environment.
• Flexibility and adaptability in a fast-paced setting.
• High attention to detail and ability to manage multiple priorities.
• Good understanding of e-commerce operations, online shopping journeys, and order fulfillment processes.

Work arrangement

• The role is described as remote with a flexible remote working arrangement.

What the employer offers

• Opportunity to join a fast-growing fashion e-commerce brand.
• Supportive, collaborative, and dynamic team culture.
• Career growth and professional development opportunities.
• Opportunity to make a meaningful impact on the customer experience journey.