Job Description

CUSTOMER SUPPORT COORDINATOR

Who we are

India Ink was born from a love of textiles and the magic of Indian craftsmanship. What began as a search through Jaipur's markets for hand-block-printed linens and perfectly imperfect treasures, has grown into a much-loved homeware brand based in Cape Town.

We work closely with artisans across India to bring hand-stitched, block-printed, and embroidered pieces to life--each one thoughtfully made and rich in story. Our collections are a celebration of colour, craft, and the beauty of the handmade.

Role Overview

Our customer support coordinator will be the primary point of contact for all customers, ensuring an excellent shopping and after-sales experience. The role will be responsible for handling all customer related queries while maintaining a warm, professional tone of voice in line with India Ink.

Key Responsibilities

? Manage customer interactions via email, live website chat, office Whatsapp line, social media channels and in person.

? Assist with all product enquiries in a timely manner.

? Assist customers with logging returns and exchanges.

? Resolve customer complaints in an empathetic, professional manner and escalate when necessary.

? Create invoices for customers when required.

? Assist customers with live order tracking by liaising between our courier partners and customers.

? Work closely with our fulfilment team in the warehouse with any changes to customer orders, address details or specific packaging or delivery requirements.

? Be aware of common themes in customer feedback from product complaints to product requests and share consolidated feedback with the team.

? Closely monitor our two sales platforms to ensure they have successfully synchronised, and all sales have balanced.

? Liaise with our Accounts team to ensure customer transactions have been successfully recorded both online and in stores.

Skills & Experience

? 2-3 years of experience in digital customer service, preferably in e-commerce or retail.

? Strong written and verbal communication skills with excellent attention to detail.

? Strong ability to multi-task high volumes of customer inquiries across multiple channels.

? Strong problem-solving skills.

? Experience with dealing with customers, both in person and via various digital platforms.

? Must be comfortable working on Excel, Shopify, social media platforms and inventory systems.

? A passion for home decor, textiles and design is preferred.

Requirements

Office-based in Constantia, Cape Town.

Must have own laptop.

Our Values

We are Resilient*
We practice Excellence*
We are Collaborative*
We are Customer Obsessed*
We are Passionate*

Job Type: Full-time

Application Question(s):

What is your notice period? Do you have a personal laptop? What is your expected salary? Describe a time when you turned a negative customer experience into a positive one. Detail the steps you took, platform that was used and the positive outcome you created.
Work Location: In person