Customer Support & Admin Coordinator

This is a remote position.

• Problem-solving mindset with a proactive approach to issue resolution.
  
• Confident using AI tools such as ChatGPT to improve productivity, assist with emails and documentation, organise information, and support reporting tasks.
  
• Experience handling subscriptions, refunds, and escalations is a plus.
  

• Order Tracking and Updates: Assist customers with order status inquiries, shipment tracking, and estimated delivery times.
  
• Subscription Management: Handle subscription-related requests, including upgrades, downgrades, renewals, and troubleshooting billing issues.
  
• Cancellations and Refunds: Process cancellation requests, initiate refunds when applicable, and provide retention offers when appropriate.
  
• Issue Escalation: Identify and escalate complex or unresolved issues to the appropriate teams while ensuring timely follow-up.
  
• Knowledge Base & Documentation: Maintain and update customer support documentation, FAQs, and internal knowledge bases to improve response efficiency.
  
• Manage wholesale customer onboarding by reviewing applications, following up on missing information, communicating next steps, supporting initial orders, maintaining accurate records, and tracking outstanding actions through completion.
  
• Post pre-approved content across designated social and digital platforms according to the content calendar and SOPs, while checking accuracy, maintaining posting records, and escalating any missing assets or scheduling issues.
  
• Handle recurring administrative and reporting tasks by completing event registrations and documentation, organising business records, updating and generating reports, following up on forms and requirements, and supporting ongoing coordination in line with established SOPs.