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

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