Customer Care Coordinator – E‑Commerce & Concept Store

About the role

We are seeking a Customer Care Coordinator to manage the end‑to‑end customer experience across our e‑commerce platform and physical concept store. The role blends online support, returns handling, and in‑store assistance in a fast‑paced retail environment.

Key responsibilities

• Respond promptly to Gorgias live‑chat and email enquiries before and after purchase.
• Process returns and exchanges, coordinate collections, and reconcile stock when items arrive at the warehouse.
• Prepare credit notes, documentation and ensure accurate stock adjustments.
• Assist store customers, conduct daily stock counts and submit purchase orders for low‑stock items.
• Perform daily POS bank reconciliation and maintain store cleanliness and merchandising.
• Provide ad‑hoc support to the Operations team and contribute to projects as needed.

Required profile

• Customer‑focused with strong organisational abilities.
• Comfortable working in a high‑volume, multi‑channel retail setting.
• Excellent communication skills, both written and verbal.
• Ability to follow standard operating procedures and handle escalations.

Required skills

• Experience using Gorgias live‑chat platform.