Online Experience Coordinator

Job Description

This is a remote position.

Job Overview :   This role will be responsible for ensuring every customer has a seamless, positive experience with the clients by managing chat, inquiries and issues, primarily through Gorgias and email- streamlining communication, resolve problems timely, and drive customer satisfaction across all channels.

Key Responsibilities :

• Coordinate and resolve customer inquiries, complaints, and requests via Gorgias across email, live chat, and social channels
• Monitor open tickets and ensure timely responses and resolution within SLA
• Escalate complex issues to the appropriate team or manager while maintaining ownership of communication with the customer
• Identify recurring customer issues and provide feedback to internal teams to improve processes, products, and services
• Track customer interactions and ensure all data is logged accurately in the system
• Maintain brand voice and tone in all communications, ensuring a consistent and professional customer experience
• Proactively follow up with customers to confirm satisfaction and close the loop
• Assist in the overall experience of customers both in-store and through Click & Collect channels
• Develop and maintain reporting systems to help grow both customer satisfaction and overall online business
• Support customer experience projects, campaigns, and initiatives as needed
• Assist with knowledge base or FAQ content updates to improve self-service options
• Provide input to team meetings and contribute ideas for improving customer experience & online trade
• Assist the wider business with initiatives that drive online, instore trade and improve overall business efficiency
• Coordinate the execution off digital projects that improve user experience and customer satisfaction

Requirements

Benefits

Requirements