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Customer Care Coordinator E-Commerce and Concept Store

Talentedrecruitment

Job Location:

Durban - South Africa

Monthly Salary: Not provided by the employer

Posted: 29 September 2026 (12 hours ago)

Application Deadline: 27 December 2026

Vacancies: 1 Vacancy

Department:

Marketing

Job Summary

Were looking for a Customer Care Coordinator to deliver an exceptional customer experience across both e-commerce and in-store channels. If youre customer-focused organised and enjoy working in a fast-paced environment this could be the role for you!

Duties and responsibilities:
E-Commerce Customer Care:

Respond promptly to Gorgias Live Chat and email queries before and after purchase
Resolve all customer issues from start to finish ensuring a positive experience
Adhere to customer care SOPs
Arrange and process customer returns/exchanges coordinating with warehouse and Ops
Administrator
Escalate non-standard return issues to Operations Manager for resolution

E-Commerce Returns:

Coordinate online return/exchange collections.
Keep customers updated on collection status.
Track and reconcile returns when stock arrives at NPH office.
Update Returns Schedule continuously.
Collaborate with warehouse to inspect repackage if needed and prepare for weekly delivery.
Match credit notes for returns/exchanges to items received.
Send all relevant documentation including credit notes and supporting paperwork to the
Operations Admin and Bookkeeper to ensure accurate stock adjustments are made and any required Sales Orders (SOs) are created.

Concept Store Operations:

Assist customers with their purchases from the store providing friendly and efficient service.
Conduct daily stock counts to ensure inventory accuracy and report discrepancies as needed.
Submit purchase orders to the Operations Team for items that are sold out or running low to maintain adequate stock levels.
Perform daily bank reconciliation of the POS system to ensure financial records are accurate and up to date.
Maintain store cleanliness and organisation to create a pleasant shopping environment for customers.
Merchandise and restocking shelves as needed.

General Operations Support: