2XU is on the lookout for an energetic and proactive Customer Service Coordinator who thrives in a fast-paced digital retail environment. In this critical role, you’ll be the frontline of our customer interactions across eCommerce, Branded Partnerships and Retail, ensuring every customer experience reflects the high-performance standards of our brand.
How you will make a difference:
Customer Service & Communication: Respond to customer enquiries via email, online chat, and review platforms (Okendo), resolving issues with accuracy and empathy. Guide customers through the purchase journey, assist with order tracking, delivery concerns, and product questions, while maintaining detailed records of all interactions.
Order Fulfilment & Case Resolution: Process online orders, coordinate shipping and returns, and handle delivery-related issues with precision. Escalate unresolved cases as needed and work cross-functionally to ensure a seamless and timely resolution to all customer matters.
Platform & Process Optimisation: Maintain and support global customer service platforms including Gorgias, Loop, Shopify, and AP21. Collaborate with the Digital, DTC and Operations teams to develop FAQs, policy pages, and improve global customer touchpoints using insights and analytics.
Continuous Improvement & Feedback Integration: Use customer feedback and service data to improve communications, processes, and service standards. Actively contribute to refining our customer service strategy and drive internal collaboration to better meet customer expectations..
What You'll Bring:
* Experience in customer service, preferably in a retail environment
* Exceptional written and verbal communication skills
* High attention to detail and organisational skills
* Ability to work independently and collaboratively
* Strong problem-solving skills and a solutions-focused mindset
* Familiarity with platforms like Shopify, Gorgias, Loop, or similar (preferred but not required)
* A proactive, customer-first attitude with a passion for improving service experiences
Apply now and join a passionate team dedicated to delivering outstanding support to our customers!
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service
* Industries
Retail Apparel and Fashion
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