Customer Care Coordinator: E-Commerce and Concept Store

SUMMARY:
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!

POSITION INFO:
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. Should you not receive a response within 2 weeks, please consider your application unsuccessful. Please refer to our website, , where all our active vacancies are advertised. IMPORTANT NOTICE By applying to this advert you hereby acknowledge that you have read and accept the following Protection of Personal Information ACT (POPIA) disclaimer: I hereby consent for Talented Recruitment to process my personal information as part of the recruitment process. Talented Recruitment shall take all reasonable measures to protect the personal information of applicants and for the purpose of this disclaimer \"personal information\" shall be defined as detailed in the Protection of Personal Information Act, Act 4 of 2013 (\"POPIA\").