Customer Care Coordinator: E-Commerce and Concept Store

• We’re looking for a Customer Care Coordinator to deliver an exceptional customer experience across both e-commerce and in-store channels. If you’re customer-focused, organised and enjoy working in a fast-paced environment, this could be the role for you!

Duties and responsibilities:
E-Commerce Customer Care:

• Respond promptly to Gorgias Live Chat and email queries before and after purchase
• Resolve all customer issues from start to finish, ensuring a positive experience
• Adhere to customer care SOPs
• Arrange and process customer returns/exchanges, coordinating with warehouse and Ops
• Administrator
• Escalate non-standard return issues to Operations Manager for resolution

E-Commerce Returns:

• Coordinate online return/exchange collections.
• Keep customers updated on collection status.
• Track and reconcile returns when stock arrives at NPH office.
• Update Returns Schedule continuously.
• Collaborate with warehouse to inspect, repackage if needed, and prepare for weekly delivery.
• Match credit notes for returns/exchanges to items received.
• Send all relevant documentation, including credit notes and supporting paperwork, to the
• Operations Admin and Bookkeeper to ensure accurate stock adjustments are made and any required Sales Orders (SO’s) are created.

Concept Store Operations:

• Assist customers with their purchases from the store, providing friendly and efficient service.
• Conduct daily stock counts to ensure inventory accuracy and report discrepancies as needed.
• Submit purchase orders to the Operations Team for items that are sold out or running low to maintain adequate stock levels.
• Perform daily bank reconciliation of the POS system to ensure financial records are accurate and up to date.
• Maintain store cleanliness and organisation to create a pleasant shopping environment for customers.
• Merchandise and restocking shelves as needed.

General Operations Support:

• Provide support, where necessary, across the Operations team/function.
• Ad hoc project support as appliable.