Consumer Experience Coordinator
About Soleil Collective
Backed by Gauge Capital, Soleil Collective is building a portfolio of leading high-growth brands specializing in sunless tan, suncare, and bodycare products. Soleil accelerates growth and improves profitability with sales, marketing, operations, and strategic management expertise. We have completed two acquisitions to date: Loving Tan and Coco & Eve.
Loving Tan is the category leader in prestige tanning, delivering the most natural-looking tan. Proudly made on Australia’s famed Gold Coast, the professional quality, natural olive color, and flawless application are beloved by A-listers, creators, and beauty lovers alike.
Coco & Eve’s story starts in Bali, among the island’s volcanic beaches and lush rainforests. The brand allows you to glow up like you just returned from a trip to paradise with our sun-kissed, skin-loving tan products and deliciously scented, efficacious haircare—all formulated with the best tropical Balinese ingredients.
About the Job
This role is responsible for delivering a premium consumer experience across all service channels by coordinating customer enquiries and ensuring timely, helpful support. Focusing on effective issue resolution and continuous improvement, while acting as a key feedback link between customers and brands to identify opportunities to enhance the customer experience. This role also acts as the Self-Tanning Expert, responsible for educating and empowering consumers and team on the correct application, benefits and how to achieve expert results.
Responsibilities
Customer Support & Experience - 60% of Role
- Coordinate and respond to incoming customer enquiries via email, live chat, phone, reviews, social media and external retail platforms.
- Resolve complaints and issues with empathy, efficiency, and a solutions-focused approach.
- Coordinate customer requests with internal and external teams (Operations, 3PLs, Marketing)
- Maintain accurate customer records of any allergy complaints and refund requests.
- Process returns, refunds and exchanges in line with Soleil policies.
- Work with the Marketing Operations and Consumer Experience Lead on the implementation of tools and processes that improve efficiency, clarity, and collaboration for the Soleil Collective platform as required.
- Coordinate chargebacks and identify ways for improvement to minimise them.
- Coordinate TikTok shop refund requests, disputes and customer outreach.
- Coordinate all review moderation and responses including Direct to Customer Web sites, Amazon and external review platforms.
- Review high risk orders and action as required.
- Utilise all customer touch points to educate and convert sales.
- Work with the Marketing Operations and Consumer Experience Lead and Brand and Ecommerce Manager to create macros and FAQs for new products and campaigns.
- Manage promotion T&Cs creation, upload and removal to ensure accurate representation to customers.
- Support QA for email, SMS and website deployment of promotions and new features.
Reporting and Continuous Improvement - 20% of Role
- Monitor KPIs such as response time, first contact resolution, and CSAT; implement initiatives that improve these metrics.
- Coordinate and present a monthly report detailing the results of these KPIs and what actions are being taken to continuously improve them.
- Promote a customer-first culture by sharing the voice of customer learnings with the marketing team that can be implemented into the marketing strategy and messaging.
- Identify customer pain points and recurring issues, feeding insights back into operations, content, campaign planning and product development.
- Support the customer experience by working with the Marketing Operations and Consumer Experience Lead to continually optimise the consumer experience, reduce customer friction and implement customer feedback across channels.
Tan Education and Cross Collaboration - 20% of Role
- Provide engaging and informative expert self-tanning education that drives product understanding, trial and conversion.
- Share tanning expertise knowledge across Soleil platform to support customer enquiries from all relevant brands, ensuring communication is tailored by brand and specific to their products.
- Support onboarding, product and tan education of new team members.
- Create macros and FAQs for all Soleil self-tanning products.
- Champion consistent brand messaging, expert product knowledge, and best in class education that drives consumer confidence, conversion and loyalty.
- Knowledge sharing with Soleil CX team through monthly workshops.
Requirements
Skills, Knowledge & Experience
- Ideal but not essential - 1 year experience in an admin or customer service role
- Strong communication skills, both written and verbal
- Customer-centric approach
- Excellent attention to detail
- Ability to take responsibility and initiative for all assigned tasks
- Excellent computer skills required including Microsoft Office, Excel and Outlook
- Ability to multitask, think on your feet and juggle multiple priorities on the daily
- Friendly and approachable nature
- Ability to maintain confidentiality
Qualifications
- Experience in e-commerce, retail or service based industries
- Familiarity with customer service platforms e.g Gorgias
Why Join Us?
- Be part of a globally scaling beauty brand with strong creative ambition.
- Work closely with senior brand leadership and cross-functional experts.
- Own meaningful brand moments with visibility and impact.
- A culture that values creativity, pace, accountability and collaboration.
Benefits
- Extra Superannuation - Pension plan
- Work From Home - Flexible hours
- Training & Development
- Employee Discounts