Online Experience Coordinator

4 days ago

Herston, Queensland, Australia Set Up My Offshore Full time $80,000 - $120,000 per year

Job DescriptionThis is a remote position.Job Overview:This role will be responsible for ensuring every customer has a seamless, positive experience with the clients by managing chat, inquiries and issues, primarily through Gorgias and email- streamlining communication, resolve problems timely, and drive customer satisfaction across all channels.Key ResponsibilitiesCoordinate and resolve customer inquiries, complaints, and requests via Gorgias across email, live chat, and social channelsMonitor open tickets and ensure timely responses and resolution within SLAEscalate complex issues to the appropriate team or manager while maintaining ownership of communication with the customerIdentify recurring customer issues and provide feedback to internal teams to improve processes, products, and servicesTrack customer interactions and ensure all data is logged accurately in the systemMaintain brand voice and tone in all communications, ensuring a consistent and professional customer experienceProactively follow up with customers to confirm satisfaction and close the loopAssist in the overall experience of customers both in-store and through Click & Collect channelsDevelop and maintain reporting systems to help grow both customer satisfaction and overall online businessSupport customer experience projects, campaigns, and initiatives as neededAssist with knowledge base or FAQ content updates to improve self-service optionsProvide input to team meetings and contribute ideas for improving customer experience & online tradeAssist the wider business with initiatives that drive online, instore trade and improve overall business efficiencyCoordinate the execution off digital projects that improve user experience and customer satisfactionRequirementsBachelor's degree in business, communications, marketing, or related field (or equivalent experience)Proven experience in client success, account management, or digital marketing (agency/SaaS)Proficient using multiple digital systems and tools (e.g. Microsoft Excel, Outlook, web-based platforms); ability to learn new systems quicklyIntermediate to advanced Microsoft Excel skills, including experience with VLOOKUP, pivot tables, data cleansing, and reconciling data from multiple sourcesStrong analytical skills (turning data into insights)Consultative communicator who builds trust and handles difficult conversations wellOrganized, proactive, and thrive in remote environmentsStrong communication and interpersonal skills with a customer-centric mindsetAbility to manage multiple accounts and priorities with attention to detailProblem-solving and conflict resolution skillsBenefitsPermanent WFH ArrangementFixed day-shift Schedule (Australian time)Work equipment provision'Commensurate with experience' Remuneration PackageSUMO In-house & outdoor company events such as Team Building, Christmas Party, Quarterly Meet-Ups, Team Huddlecheck(event) ; career-website-detail-template-2 => ,meta)" mousedown="lyte-button => check(event)" final- final-class="lyte-button lyteBackgroundColorBtn lyteSuccess" lyte-rendered="">

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