Customer Service Coordinator

Job Overview:

We are looking for a Customer Service Coordinator to join our growing team! As a Customer Service Coordinator, you will play a vital role in providing exceptional customer service and ensuring smooth and efficient interactions between the brand and its customers on marketplace, webstore, and other channels.

Job Role:

1. Customer Support: Provide timely and professional support to customers via various communication channels, such as email, marketplace chat, webstore, etc.
2. Order Management: Assist customers with order inquiries, processing orders, tracking shipments, and resolving any issues related to product delivery.
3. Product Knowledge: Possess in-depth knowledge of the brand's fashion products, including sizing, styles, materials, and care instructions.
4. Returns and Exchanges: Manage return and exchange requests, ensuring they are processed efficiently and in compliance with the brand's policies.
5. Complaint Resolution: Address customer complaints and concerns, working to find satisfactory solutions and maintaining a positive brand image.
6. Inventory and Stock Inquiries: Provide information on product availability, restocking dates, and stock levels to customers.
7. Feedback Collection: Gather and document customer feedback, suggestions, and comments to relay to relevant teams for continuous improvement.
8. Quality Assurance: Collaborate with quality control and inventory teams to address product quality issues and facilitate returns or replacements.
9. Sales and Upselling: Recognize sales opportunities and employ upselling and cross-selling techniques to maximize sales and revenue.
10. Communication and Coordination: Communicate effectively with other teams, including the e-commerce, inventory, and marketing departments, to ensure a seamless customer experience.
11. Data Management: Maintain organized records of customer interactions and inquiries, using CRM software or similar tools.
12. Training: Train and onboard customer service representatives and ensure that they follow best practices for customer interactions.

Job Qualifications:

• Bachelor's degree in Business, Marketing, or a related field. Relevant certifications in customer service or retail management can be advantageous.
• Min. 2 years of experience in leading digital customer service team, particularly within the retail fashion industry, and had an experience in handling marketplace and webstore.
• Excellent communication and interpersonal skills to interact with customers in a professional and empathetic manner.
• Product knowledge of the brand's fashion products and the ability to convey this knowledge to customers.
• Leadership skills.
• Problem-solving skills to address customer inquiries and complaints effectively.
• Attention to detail to manage orders, returns, and inventory-related inquiries accurately.
• Adaptability to work with various customer service software, CRMs, and communication channels.
• Multitasking abilities to manage multiple customer interactions and inquiries simultaneously.
• Sales and upselling skills to maximize revenue while providing exceptional customer service.
• Strong organizational skills to maintain detailed records of customer interactions and feedback.