Customer Success & Logistics Coordinator – High-Ticket Client Experience
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Job Description
Customer Success & Logistics Coordinator for a premium lifestyle brand. Delivering exceptional experiences from purchase through delivery while ensuring customer satisfaction.
Responsibilities:
- Become the primary point of contact for customers from initial enquiry through successful delivery.
- Deliver exceptional customer support via phone, email, and live chat.
- Build trust through proactive communication, regular follow-ups, and genuine relationship building.
- Guide customers through purchasing decisions while providing a premium, concierge-level experience.
- Resolve customer concerns professionally, ensuring every interaction strengthens customer confidence in the brand.
- Demonstrate genuine interest in understanding customers' needs and recommending the best solutions for them.
- Follow up with prospective customers who have expressed interest but have not yet completed their purchase.
- Reactivate abandoned carts and dormant enquiries through thoughtful, consultative conversations.
- Identify opportunities to improve conversion rates while maintaining a customer-first approach.
- Confidently discuss premium products with customers making significant purchasing decisions.
- Support the wider team by identifying trends, customer feedback, and opportunities to improve the overall buying experience.
- Coordinate the delivery of high-value products from order confirmation through final delivery.
- Track shipments and proactively communicate progress with customers.
- Liaise with warehouses, logistics providers, and delivery partners to ensure a seamless experience.
- Resolve shipping issues or delays quickly while keeping customers informed throughout the process.
- Maintain accurate records of customer interactions, orders, and shipment progress.
- Maintain detailed customer records and order documentation.
- Respond promptly to customer enquiries and internal requests.
- Track outstanding actions to ensure nothing falls through the cracks.
- Assist with reporting and general operational administration.
Requirements:
- Previous experience in Customer Success, Patient Coordination, Medical Administration, Practice Management, Account Management, Sales Support, or Premium Customer Service.
- Excellent written and verbal English communication skills with exceptional verbal aptitude.
- A warm, confident, and professional telephone manner.
- Demonstrated ability to build rapport and maintain meaningful customer relationships.
- Strong organisational skills with exceptional attention to detail.
- Ability to manage multiple priorities while maintaining a consistently high level of customer care.
- Excellent follow-through and a strong sense of ownership.
- Proficiency with Google Workspace or Microsoft Office.
Benefits:
- 100% REMOTE
- $50 birthday bonus
- $200 testimonial bonus
- NO TRACKER. NO PROBLEM
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