Customer Experience Coordinator

By managing high-touch communications across email, WhatsApp, and telephone, resolving customer queries and exchanges warmly, and delivering personalised fittings in-store, the successful candidate safeguards service standards and fosters long-term customer loyalty.

The environment suits an experienced, dependable, and highly organised professional who takes initiative, exercises sound decision-making, and brings meticulous attention to administrative detail. Collaborating within a close-knit team, the incumbent plays a pivotal part in refining customer service processes and supporting women to feel comfortable and confident.

Key Responsibilities

• Omnichannel Communication Management: Manage daily customer communications across email, WhatsApp, and telephone channels to deliver prompt, courteous support.
  

• In-Store Retail Engagement: Welcome and assist customers visiting the Gardens flagship store, offering personalised styling guidance, fittings, and product recommendations.
  

• Query & Exchange Administration: Handle customer queries, returns, product exchanges, and complaints with warmth, professionalism, and prompt resolution.
  

• Product & Sizing Advisory: Provide thoughtful product recommendations, sizing advice, and fit expertise across all garment categories.
  

• Customer Relationship Building: Foster genuine relationships with customers, ensuring every interaction reflects the brand's identity and service standards.
  

• Records & Systems Administration: Maintain organised customer records, follow up proactively on unresolved matters, and uphold administrative systems.
  

• Process Improvement: Identify and implement continuous improvements for internal customer service workflows and communication systems.
  

Requirements

Essential Requirements

• Minimum of 5+ years' proven experience in customer service, retail, or a similar customer-facing role.
  

• Demonstrated supervisory or managerial experience within customer service or retail environments.
  

• Excellent written and spoken fluency in both English and Afrikaans.
  

• Strong organisational, administrative, and time-management capabilities.
  

• Ability to work full-time on-site in Gardens, Cape Town, Monday to Friday from 08:00 to 16:00.
  

• Valid driver's licence and own reliable vehicle.
  

Desirable Requirements

• Prior experience utilizing Shopify or working within an e-commerce retail platform.
  

Benefits

Benefits and Culture

• Close-knit, supportive team culture that values initiative, dependability, heart, and high competence.
  

Work Arrangement

• On site / In office (Gardens, Cape Town).
  

Employment Type

• Permanent