Customer Experience CoOrdinator



Customer Experience CoOrdinator 
FULL TIME | Head Office 


Coco & Lola is a progressive multi-brand womenswear fashion omni channel retailer representing a premium curation of Australian  designers. Home of Australian fashion,Coco & Lola has flagship boutiques located in Sydney, Melbourne and Perth and is leading the way in creating unique and immersive retail spaces and digital experiences that provide exceptional service  and a standout omnichannel experience to our customers worldwide. 


Based in Sydney,  NSW we are seeking a passionate  
Customer Experience CoOrdinator to join our Customer Experience Team in our Head Office. 
 Reporting to our Customer Experience Manager and Assistant Manager  and working collaboratively alongside our Customer Experience Coordinators and Assistants, you will have the opportunity to be a part of a growing team.  You will assist in the leadership and operations of our company’s customer service and experience.  You will be a brand ambassador for Coco & Lola in all its facets. 


Working in a fast paced and inspiring environment our  Customer Experience Coordinatorwill be responsible for managing and upholding a high level of customer service and digital experience,  delivering an unforgettable customer journey  inline with our company core values. 


As our Customer Experience Coordinator, you will  have an in-depth understanding of  premium customer experience, customer service and online dispatch operations,  be a genuine and  inspiring team member, have strong organisational skills, the ability to multitask and take initiative, ability to meet deadlines with a high attention to detail, be solution focused in resolving pain points  and most importantly  be dedicated to creating a seamless omni channel experience with customer always front of mind. 


Customer Experience CoOrdinator 

Assist in the operations and execution of a high, premium level of  all customer-facing communication.

Assist in the co ordination  for customer-facing communication streams including emails, live chat, phone and social media direct messages, using each opportunity to provide exceptional customer service and support. 

Responsible for responding, investigating and resolving questions and complex issues for customers and working alongside other departments, along with handling all web, in store and online based enquiries.
 
To take ownership of each customer’s journey, resolving cases through accurate, relevant and personalised solutions that enhance brand loyalty.

Represent the brand through impeccable written and oral communication, with an appropriate tone and an empathetic attitude.

Achieve a high level of customer satisfaction with an in-depth knowledge of our brand. products and services offered.

Ensure that all customer responses and communication are made within internal KPI benchmarks and expectations. 

Assist in implementing and adhering to  company  processes and policies to enable timely responses and relevant customer focused  solutions. 

Assist in implementing and managing  software or 3rd party tools to improve customer service, digital experience  and communication.

Grow long term relationships with online customers in line with the company's growth and operation strategy. 

Be sensitive to customer frustrations and empathetic in regards to complaints, escalating difficult issues and finding appropriate solutions for both the customer and brand.

Assist in leading and promoting online conversion by engaging proactively with customers via live chat/email/social media channels and driving the conversation by asking relevant questions and offering tailored advice.

Accountable for ensuring a positive brand experience and a positive end to end shopping experience for our customers.

Manage the customer-facing communication of  any stock discrepancies, drycleaning and internal issues that may impact the customer experience. 
Working collaboratively with our retail teams  to ensure a smooth omni-channel experience.

Responsible for delivering and upholding a high level of customer communication that's consistent with our brand voice.

Responsible for maintaining up to date knowledge of industry trends and technologies.

Exceptional phone etiquette with ability to actively listen. 
Liaising with online teams and company postal services in relation to missing/delayed parcels.

Confidently communicating product information to customers such as materials, design features and fit.

The ability to communicate effectively in a fast-paced written manner across live chat and email, ensuring a personable approach reflective of Coco & Lola’s core values. 

Well-presented and confident in communicating over the phone and by video. 
Strong writing, spelling and grammar skills.


To apply please email a copy of your cover letter and CV to careers@cocoandlola.com.au