Online Customer Service Experience CoordinatorJoin to apply for the Online Customer Service Experience Coordinator role at The Body Shop.Get AI-powered advice on this job and more exclusive features.When Anita Roddick founded The Body Shop in 1976, she had a vision: Business as a force for good.
Over 40 years later, we're proud to be pioneering cruelty-free beauty every step of the way.
We're the original ethical beauty brand, empowering people and enriching our planet.
Our activist roots influence everything we do, from iconic window posters to vegetarian products and campaigns.
We're committed to standing up and speaking the truth, doing things a little differently.The Body Shop is dedicated to positive economic, social, and environmental impact.
We're fighting for our beliefs more than ever, breaking the mold naturally and seeking someone ready to make an impact.Purpose Of RoleWith new leadership and exciting transformations underway, The Body Shop aims to revitalize its iconic products and unleash innovative ideas to return to its best.
In Australia, our eCommerce team is transitioning from a global platform to a locally managed Shopify platform and onshoring our Customer Experience team.
Reporting to the Customer Experience Manager, the Customer Service Coordinator will act as a key liaison between customers and internal teams, handling inquiries and supporting the overall customer experience with a blend of service excellence and technical eCommerce understanding.Key ResponsibilitiesRespond promptly and professionally to customer inquiries via email and live chat.Track and resolve issues, maintaining detailed interaction records.Assist with community management on social media channels.Identify and escalate complex issues to appropriate teams.Maintain high customer satisfaction through proactive communication and problem-solving.Support CX optimizations, including on-site experience and process improvements.Utilize CRM integrations to deliver personalized digital experiences.Support daily eCommerce operations as needed.Collaborate with the eCommerce team on online sales strategies.Provide reports and insights on customer experience metrics like CSAT, AHT, and NPS.Coordinate with internal stakeholders for accurate product information.Skills & QualificationsExperience in customer service, ideally in eCommerce.Basic knowledge of eCommerce platforms and digital retail.Strong problem-solving skills with a solutions-oriented approach.Excellent written and verbal communication skills.Proficiency in Microsoft Office Suite.Experience with The Body Shop products or similar beauty products is highly regarded.What's On OfferBase salary, superannuation, and bonus potential.Hybrid work: 3 days at our Chadstone Support Office (Mon, Tue, Thu), remaining days WFH.If you're ready to make a difference and contribute to ethical beauty, apply now to join The Body Shop Australia!Note to agencies: The Body Shop does not accept unsolicited calls or resumes from recruiters or staffing agencies and will not pay fees for such submissions.
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