Client Service Coordinator

The CS Experience Coordinator will be delivering exceptional, on-brand service. You confidently manage inquiries across channels, solve problems with care and efficiency, and maintain a calm, professional tone - no matter the situation.

You're detail-oriented, proactive, and thrive in fast-paced environments. You take ownership, communicate clearly, and know when to escalate. You work independently but contribute to a strong, supportive team culture.

Ultimately, you help elevate the customer experience while embodying the brand's values in every interaction.

Customer Experience Ticket Management (60%)

• Respond to all customer inquiries and complaints via email, chat, and social media through Gorgias, ensuring timely and positive resolutions.
• Investigate order and product issues thoroughly through all parties/platforms before responding to the customer, and ensure the customer is made aware of any delays in solutions/answers so they are never left waiting more than a day
• Remain cool, calm and collected even at the most challenging times ensuring appropriate and professional tone / language is always used
• Ensure grammar, spelling and tone is represented in all written correspondence and adopt pre-set macros in gorgias to streamline communications and ensure consistency
• Take ownership of difficult or urgent customer situations and complaints to ensure the best outcome and escalate complex issues to line manager promptly when required
• Share product feedback or issues internally with relevant departments such as Production, Design, Marketing, Retail and Online
• Support Marketing by responding to Instagram DMs in collaboration with the Social Media Coordinator.
• Flag consistent customer trends or system issues for review with relevant teams, including any discrepancies or queries about company policies.
• Process returns, exchanges, and payment inquiries.
• Identify and escalate potential fraudulent activity in the event that our fraud detection software (Forter & Shopify) does not identify this.
• Review and follow up on flagged orders, including address validation issues, verifying customer information as needed.
• Monitor orders that fail to import to AP21 and flag with the development team to push through as required.

FULFILLMENT & LOGISTICS (20%)

• Coordinate with warehouse, logistics, and IT teams to ensure on-time dispatch of orders.
• Assist with resolving delivery issues through third parties (Australia Post, DHL, UPS, local couriers).
• Help manage and fulfill orders across all sales platforms and systems.

Systems & Process Compliance (10%)

• Ensure accurate use of customer service systems (e.g., Gorgias, AP21, Shopify, payment gateways).
• Maintain thorough and up-to-date customer records, case notes, and logs.
• Comply with company policies and procedures related to customer data, fraud, and transactions.
• Contribute to improving SOPs and internal customer service documentation as needed.

Teamwork & Communication (10%)

• Communicate respectfully and effectively with colleagues and other departments.
• Collaborate openly, sharing ideas, insights, and solutions to improve the customer experience.
• Support team members when needed and contribute to a positive, honest, and compassionate team culture.
• Build strong working relationships with marketplace partners and third-party providers.

Qualifications and Skills:

• Proven experience in customer support or a similar service-oriented role.
• Confident using Customer Relationship Management
• (CRM) platforms – Gorgias, Shopify, Klaviyo, Zendesk.
• Solid understanding of global postal carriers – experience with DHL International and UPS preferred.
• Familiarity with fraud prevention tools is an advantage, but not essential.
• Experience managing payments, processing refunds and using gateways such as Shopify Payments and PayPal.
• Proficient in Microsoft Office Suite – particularly: Outlook, Word, and Excel.
• Excellent problem-solving ability and critical thinking skills.
• Strong written and verbal communication – clear, concise, and brand-aligned
• Highly organized, with strong time management and a solution-focused approach.
• Self-sufficient, proactive, and shows strong initiative.
• Strong attention to detail with a high level of accuracy and output.
• Experience in a retail or FMCG environment is highly valued.