Job Description
Lovisa is a global fashion jewellery retailer with a strong digital presence and a fast-growing international customer base. We are looking for a passionate and highly organised Customer Experience Coordinator to join our Customer Experience team at our Hawthorn Support Centre.
This role is fully office-based at our Support Centre in Hawthorn, Melbourne.
This is a great opportunity for someone with strong customer service, eCommerce or retail operations experience who is ready to step into a hands-on coordination role within a fast-paced global retail business.
The Role
Reporting to the Customer Experience Manager, the Customer Experience Coordinator will play a key role in supporting the global Customer Experience team. This role will help coordinate daily team operations, support customer escalations, monitor workloads and ensure our customers receive a consistent, timely and high-quality experience across every channel.
You will work closely with team members across multiple countries and time zones, providing day-to-day support, guidance and coaching where needed. You will also partner with key internal teams including Customer Experience, eCommerce, Fulfilment, Retail, Logistics and Piercing Operations to resolve customer enquiries, improve processes and support operational excellence.
This role is ideal for someone who enjoys solving problems, working with people and improving the customer journey across online and retail channels.
What You Will Be Doing
In this role, you will:
Manage customer enquiries across email, live chat, phone and other communication channels.
Support the daily running of the global Customer Experience team.
Act as the first point of escalation for Customer Experience Team Members.
Provide coaching, support and guidance to team members across multiple markets.
Monitor daily workloads, ticket queues and service levels.
Support customer resolutions, including complex or escalated matters.
Assist with onboarding, training and development of new team members.
Support workforce planning to ensure global customer coverage.
Identify opportunities to improve customer service processes, workflows and reporting.
Contribute to automation, AI and operational improvement initiatives.
Partner with internal teams to ensure customer enquiries are resolved accurately and efficiently.
About You
We are looking for someone who is customer-focused, solutions-driven and confident working in a fast-paced global retail environment. You will also need to be comfortable working full-time in office from our Hawthorn Support Centre.
To be successful in this role, you will bring:
3+ years’ experience in online customer experience, retail customer service, eCommerce operations or a similar role.
Experience working within an omnichannel retail environment.
Strong understanding of online orders, fulfilment processes and customer resolution pathways.
Excellent written and verbal communication skills.
Strong attention to detail and organisational skills.
Confidence managing competing priorities in a fast-paced environment.
Strong problem-solving skills and the ability to make sound operational decisions.
A collaborative approach and the ability to work with multiple stakeholders.
A customer-first mindset and passion for delivering exceptional customer experiences.
Experience supporting teams across multiple time zones will be highly regarded.
Systems & Tools
You will be confident learning and working across a range of customer service, eCommerce and operational platforms. Previous experience with systems such as Gorgias, Shopify or Shopify Plus, order management systems, warehouse management systems, payment platforms, reporting tools or returns platforms will be highly regarded.
Experience using customer support automation, AI tools, Google Business Profile, Klaviyo, Microsoft Office or Google Workspace will also be beneficial, however we are open to someone who is systems-savvy and able to pick up new platforms quickly.
What Success Looks Like
Success in this role will be driven by your ability to deliver fast, accurate and customer-focused resolutions while supporting a smooth and consistent customer experience across global markets.
You will help the team achieve key service targets, including strong customer satisfaction, timely resolution of enquiries and high first-contact resolution. You will also play an important role in identifying opportunities to improve processes, streamline workflows, support team performance and enhance the overall customer journey.
Why Join Lovisa?
At Lovisa, we are bold, fast-paced and constantly growing. You will be joining a global retail business where no two days are the same and where your work will directly support our customers and teams around the world.
This role offers the opportunity to build your experience in global customer experience, eCommerce operations, team coordination and continuous improvement within a dynamic retail environment.
If you are passionate about customer experience, love solving problems and thrive in a fast-paced environment, we would love to hear from you.
Apply now to join Lovisa as our Customer Experience Coordinator.