Community & Customer Experience Coordinator (Marketing)

Purpose of the Role

To deliver responsive, solution-driven customer support across all platforms while actively managing and engaging the brand’s online community, contributing to a positive and consistent customer experience that strengthens brand loyalty.

Key Responsibilities Include but Are Not Limited To

• Managing customer queries across multiple channels including phone, email,
• WhatsApp, social media, and online platforms
• Responding to all customer interactions timeously and resolving queries in full
• Monitoring social media platforms and online reviews, ensuring consistent engagement and brand presence
• Investigating and resolving customer complaints, escalating where necessary
• Maintaining accurate records of all customer interactions and feedback
• Liaising with internal teams (stores, warehouse, logistics) to ensure efficient service delivery
• Assisting with e-commerce support, including online orders, returns, and product queries
• Identifying recurring customer issues and contributing to improved processes and solutions
• Supporting marketing initiatives through customer feedback, promotions, and campaign execution
• Assisting in maintaining website content, including customer-facing information and feedback channels
• Monitoring competitor activity and customer trends to enhance service delivery and engagement
• Contributing ideas to improve overall customer experience and brand interaction
• General administrative duties and ad hoc support

Criteria

• Minimum 2–3 years’ experience in a customer service or customer-facing role within retail, FMCG, or e-commerce
• Experience engaging with customers across digital platforms (social media, WhatsApp, online support)
• Proficient in MS Office and digital communication tools
• Strong written and verbal communication skills with high attention to detail
• Ability to work under pressure and manage high volumes of customer interaction
• Proactive, solutions-driven mindset with strong problem-solving ability
• Good organisational and time management skills
• Interest in food, cooking, or retail advantageous
• Driver’s licence and own transport essential
• Fluent in English and Afrikaans (read, write, speak)

Candidates residing in the Northern Suburbs of Cape Town are encouraged to apply for this role