E-Commerce Operations & Customer Experience Coordinator

About the Role

We are seeking a friendly, customer-focused, and highly organized professional to join our growing Premium fashion brand. As an E-Commerce Operations & Customer Experience Coordinator, you will play a key role in delivering exceptional customer experiences by managing customer inquiries, coordinating order-related requests, and ensuring seamless communication across all touchpoints.

Key Responsibilities

• Respond to customer inquiries via email, chat, and outbound calls (when required) in a timely and professional manner.
• Assist customers with order status updates, deliveries, exchanges, returns, and product-related inquiries.
• Handle customer concerns and complaints with empathy, professionalism, and a solution-oriented approach.
• Monitor customer cases and ensure all follow-ups are completed accurately and within the required timelines.
• Create a seamless and premium customer experience across every interaction.
• Build and maintain positive relationships with customers while representing the brand's values.
• Accurately document customer interactions and case resolutions.
• Collaborate with internal teams to resolve customer issues efficiently and effectively.
• Meet customer satisfaction, service quality, and response time targets.

Requirements

• Female Saudi National.
• Proven experience in customer service, customer experience, operations coordination, or a related role.
• Previous experience in fashion retail, e-commerce, or online brands is highly preferred.
• Excellent written and verbal communication skills in English.
• Friendly, professional, and customer-centric communication style.
• Strong problem-solving, organizational, and conflict-resolution skills.
• Ability to work independently in a remote environment.
• Flexible, adaptable, and comfortable working in a fast-paced setting.
• High attention to detail and ability to manage multiple priorities.
• Good understanding of e-commerce operations, online shopping journeys, and order fulfillment processes.

What We Offer

• Flexible remote working arrangement.
• Opportunity to join a fast-growing fashion e-commerce brand.
• Supportive, collaborative, and dynamic team culture.
• Career growth and professional development opportunities.

A chance to make a meaningful impact on the customer experience journey