Customer Service Coordinator - Remote

Overview

An experienced and solution-oriented Customer Service Coordinator to own and elevate the customer experience across all digital channels.

In Short

• Manage all customer communication across ecommerce channels including email, live chat, and social media.
• Respond to customer inquiries via social media channels.
• Provide support to retail locations for customer service needs.
• Monitor and improve response times and customer satisfaction.
• Collaborate with cross-functional teams to resolve customer concerns.
• Assist with wholesale inquiries as a backup.
• Analyze support trends and propose solutions.
• Recommend and implement improvements to tools and processes.
• Maintain understanding of products and brand voice.
• Track and report on KPIs related to customer service.

Requirements

• 2+ years of experience in customer service or customer experience.
• Proficiency in Gorgias, Shopify, and social media platforms.
• Experience with chatbots or automated customer service tools.
• Strong written communication skills.
• Ability to take ownership of customer service strategy.
• Highly organized and detail-oriented.
• Effective collaboration and communication skills.

Benefits

• Work in a modern fragrance house.
• Opportunity to shape customer experience strategy.
• Flexibility with remote work options.
• Engaging work environment in a creative industry.