Customer Experience Executive

• Send appropriate emails and communications to stores to resolve customer enquiries and assist with order delivery
• Answer phone calls, email enquiries, and Live Chat from customers shopping online for store products
• Resolve customer enquiries and handle Customer Care web feedback cases
• Update customer accounts with notes and details after calls
• Make occasional outbound calls to the Australia customer service team and online stores to coordinate item delivery
• Process and respond to customer emails, SMS, and Live Chat
• Escalate critical issues to Management when required
• Ensure processes are followed according to QA guidelines

• Ability to assist customers and perform administrative tasks for Customer Care customers and store members
• Ability to handle customer enquiries via phone, email, SMS, and Live Chat
• Ability to update customer accounts with appropriate notes and details
• Ability to coordinate with the Australia customer service team and online stores
• Ability to escalate critical issues to Management when required
• Ability to follow QA guidelines and processes