Customer Experience Coordinator

When Anita Roddick founded The Body Shop in 1976, she had a vision. Business as a force for good – that's us. 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. We've got a thing for empowering people and enriching our planet. We're all about keeping it real, in every way possible. Our activist roots remain a huge part of everything we do, from our iconic window posters to our vegetarian products to our infamous campaigns. We're never afraid to stand up and speak the truth. We like to do things a little differently around here.

The Body Shop is committed to generating positive economic, social and environmental impact. We're fighting for what we believe in now more than ever. No holding back. Breaking the mould has always come naturally to us, and we need someone who's not afraid to mix things up.

Purpose Of Role

With a new global owner and CEO at the helm, exciting transformations are underway at The Body Shop We're ready to revitalize our iconic products and unleash innovative ideas that have yet to be imagined, ensuring we're back to our very best.

In Australia, The Body Shop's eCommerce team is undergoing a transformation as we migrate from our legacy global platform to a locally managed Shopify platform and onshore our eCommerce Customer Experience team. Reporting to the Customer Experience Manager, the Customer Service Coordinator will serve as a key liaison between our customers and internal teams, handling customer inquiries while supporting various aspects of our customer experience function. This role requires a blend of customer service excellence and technical understanding of eCommerce platforms.

Key Responsibilities

- Respond to customer inquiries across multiple channels (primarily email and live chat) in a timely and professional manner.
- Track and resolve customer issues, maintaining detailed documentation of all interactions.
- Assist with the Community Management of The Body Shop's social media channels.
- Identify and escalate complex issues to appropriate team members across The Body Shop business when necessary.
- Maintain high customer satisfaction levels through proactive communication and problem resolution.
- Assist Customer Experience Manager with CX optimizations, including on-site experience and process efficiencies.
- Leverage integrations with CRM to provide personalized consumer experience across the digital landscape.
- Support day-to-day eCommerce operations, where required.
- Collaborate with the eCommerce team to implement and optimize online sales strategies.
- Provide reporting and insights on customer experience, including CSAT, contact reasons, AHT and NPS.
- Coordinate with various internal stakeholders to ensure accurate and up-to-date product information.

Skills & Qualifications

- Experience in customer service, preferably in an eCommerce environment.
- Basic understanding of eCommerce platforms and digital retail operations.
- Excellent problem-solving abilities with a solutions-oriented mindset.
- Strong written and verbal communication skills.
- Proficient in Microsoft Office Suite.
- Previous experience working with The Body Shop product in our retail stores or a similar beauty product will be highly regarded.

What's On Offer

- Base salary + super + bonus potential.
- Hybrid working: 3 days working from our Australian Support Office at Chadstone Shopping Centre on Monday, Tuesday and Thursdays with remaining days WFH.

If you're ready to make a significant impact and contribute to our mission of ethical beauty, apply now to join our passionate team at The Body Shop Australia

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