Customer Service Coordinator

Full time, Hybrid

Surry Hills, Sydney


Description

Boody’s Customer Service team is integral to our brand and operations and is all about delivering a world class customer experience across the end-to-end customer journey. This role will play an important role in supporting the day to day business operations, assisting our Community Manager with all aspects relating to customer success. This entails utilising our liaising directly with our customers via our CRM platform and phone, supporting our fulfilment team with troubleshooting any issues to ensure a smooth dispatch process, and liaising with a range of both internal and external stakeholders.

What is this role all about?

  • Respond to a wide variety of global customer queries through our CRM system in a timely and proactive manner, responding via live chat, email, phone and social media.
  • Ensure strong customer service data integrity across a number of key platforms.
  • Represent customer feedback and requests across all Boody departments to support the drive for a customer-first approach to our way of working.
  • Liaise with the Fulfilment team and our 3PL warehouses to investigate any dispatch errors, resolving in a timely manner and liaising with any impacted customers.
  • Investigate issues across multiple platforms such as Shopify, Loop Returns, Rise.ai, and more.
  • Using your problem-solving skills to resolve more complex queries to ensure our customers always have an amazing experience.
  • Engage with internal teams to identify improvements to Boody process based on customer feedback.
  • Handle Marketplace support team queries (i.e. supporting queries from the Iconic relating to Boody orders)
  • Support the moderation of Product & Service reviews.
  • Support the automation and moderation of customer returns and exchanges.
  • Represent Boody’s world class customer experience across all endeavours.
  • Ad hoc administrative duties to support the Customer Service team, as required.

What do you bring to the role?

  • 2+ years experience in a customer facing role in either an eCommerce or traditional retail environment.
  • A strong attention to detail and organisational skills.
  • A passion for investigating/troubleshooting when things don’t go to plan.
  • Ability to learn how to use different administrative systems.
  • Excellent communication skills and a customer-first approach to everything you do.
  • Ability to work in a fast-paced environment and collaborate proactively with various departments and stakeholders.

Why choose Boody?

Join the team to drive our vision is to become the most loved sustainable underwear brand on the planet, and we’re laser-focused on achieving it. Our brand values will be so aligned they’ll feel like they’re your own: We are Innovative, Driven, Inclusive and Connected.

You can expect:

  • A great office location on Crown Street, Surry Hills
  • The opportunity to do meaningful, purpose-driven work for a B-Corp organisation, making waves on the global stage
  • A supportive and highly experienced team with a fantastic work culture
  • The opportunity to grow your career
  • A generous product allowance and team discount program (never be short on undies again!)
  • Hybrid WFH/WFO schedule
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