Customer Care Coordinator: E-Commerce and Concept Store
Talented Recruitment Specialists · Durban, KwaZulu-Natal
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Start free — we apply for you →- 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.