E Commerce Operations & Customer Experience Coordinator

About Worood

Worood, a luxury fashion brand, is seeking an E-Commerce Operations & Customer Experience Coordinator to join its team in Riyadh, Saudi Arabia. This full-time role is essential for delivering exceptional customer experiences and ensuring smooth e-commerce operations.

Role Overview

The E-Commerce Operations & Customer Experience Coordinator will manage customer inquiries, coordinate order-related requests, and maintain seamless communication across all customer touchpoints. The role focuses on creating a premium customer experience and supporting the brand's values through every interaction.

Key Responsibilities

• Respond to customer inquiries via email, chat, and outbound calls in a timely and professional manner.
• Assist customers with order status updates, deliveries, exchanges, returns, and product-related questions.
• 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 required timelines.
• Create a seamless and premium customer experience across all interactions.
• 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 targets for customer satisfaction, service quality, and response times.

Qualifications and Experience

• 2-5 years of 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.

Work Environment

This is a full-time position based in Riyadh, Riyadh, Saudi Arabia. The role requires an individual who can thrive in a dynamic environment and contribute to a growing premium fashion brand.

Application Process

Worood invites qualified candidates to apply for this position. Salary details will be discussed during the interview process.