Customer Experience Coordinator | Fashion | Sydney

Job Description

Customer Experience Coordinator | Fashion | Sydney Our client is a global, family-owned fashion brand established in Europe, with a strong commitment to its core values. It offers a portfolio of over 20 brands, including some of Australia's household brand names. With a huge international and Australian team, the company looks after various functions including design, sales, logistics and technology. Priding themselves on passion, our client loves individuals who can contribute to the positive and flexible work environment. You are encouraged to think creatively, and push forward ideas to help the business grow. As the Customer Experience Coordinator, you are responsible for delivering prompt and comprehensive solutions to customers on various inquiries, including order and return status, service policies, and product information. Serving as the first point of contact for customer questions, you represent the company's brands with a positive, professional, and approachable attitude. Your goal is to resolve issues in a way that enhances customer satisfaction and encourages loyalty through exceptional service. Location : Mosman Working arrangements : 4 days in office, 1 day WFH Perks : flexible hours, early Friday finishes, fortnightly team lunches, regular volunteering days. RESPONSIBILITIES + Manage key wholesale accounts, including large Australian retailers. Onboard new customers, set up in Masterdata, and ensure understanding of terms, conditions, and systems. Handle customer service inquiries through calls, emails, voicemails, and websites, providing solutions on orders, products, policies, and feedback, collaborating with internal teams when needed. Gather customer feedback (positive and negative) and relay it to relevant teams for continuous improvement. Proactively contact customers regarding order issues and conduct satisfaction surveys. Process refunds for online orders, manage stock reconciliation, and handle missed deliveries and lost parcel investigations in coordination with logistics. Coordinate photo shoots and sample shipments for the retailers, ensuring timely delivery updates. Regularly maintain sample rooms, managing stock and sending online items to donations when needed. Perform additional reporting and follow-up tasks as requested by the Country E-Commerce Manager. REQUIREMENTS + 2-3 years of experience in a similar customer service or administrative role within a fashion or wholesale business. Excellent customer service skills, with a focus on building connections in every interaction. Experience working in wholesale and with digital platforms and systems. High attention to detail and ability to identify data discrepancies. Strong communication skills for effective teamwork. Proactive, problem-solving mindset with a willingness to learn. Only suitable candidates will be contacted in relation to their application. Job Code: 953422 Seniority level: Associate Employment type: Full-time Job function: Customer Service Industries: Retail Apparel and Fashion #J-18808-Ljbffr