Customer Experience Coordinator

Operating in a luxury local apparel studio and flagship store environment, you will lead the end-to-end customer service and shopping experience. Working 40 hours per week from Monday to Friday (08:00 to 16:00), this full-time on-site role combines customer service administration, customer relationship management, and in-store sales engagement. By managing high-touch communications across email, WhatsApp, and telephone, resolving customer queries and exchanges warmly, and delivering personalised fittings in-store, the successful candidate safeguards service standards and fosters long-term customer loyalty. The environment suits an experienced, dependable, and highly organised professional who takes initiative, exercises sound decision-making, and brings meticulous attention to administrative detail. Collaborating within a close-knit team, the incumbent plays a pivotal part in refining customer service processes and supporting women to feel comfortable and confident. Key Responsibilities Omnichannel Communication Management: Manage daily customer communications across email, WhatsApp, and telephone channels to deliver prompt, courteous support. In-Store Retail Engagement: Welcome and assist customers visiting the Gardens flagship store, offering personalised styling guidance, fittings, and product recommendations. Query & Exchange Administration: Handle customer queries, returns, product exchanges, and complaints with warmth, professionalism, and prompt resolution. Product & Sizing Advisory: Provide thoughtful product recommendations, sizing advice, and fit expertise across all garment categories. Customer Relationship Building: Foster genuine relationships with customers, ensuring every interaction reflects the brand's identity and service standards. Records & Systems Administration: Maintain organised customer records, follow up proactively on unresolved matters, and uphold administrative systems. Process Improvement: Identify and implement continuous improvements for internal customer service workflows and communication systems. Requirements Essential Requirements Minimum of 5+ years' proven experience in customer service, retail, or a similar customer-facing role. Demonstrated supervisory or managerial experience within customer service or retail environments. Excellent written and spoken fluency in both English and Afrikaans. Strong organisational, administrative, and time-management capabilities. Ability to work full-time on-site in Gardens, Cape Town, Monday to Friday from 08:00 to 16:00. Valid driver's licence and own reliable vehicle. Desirable Requirements Prior experience utilizing Shopify or working within an e-commerce retail platform. Benefits Benefits and Culture Close-knit, supportive team culture that values initiative, dependability, heart, and high competence. Work Arrangement On site / In office (Gardens, Cape Town). Employment Type Permanent