Customer Success & Logistics Coordinator (High-Ticket Client Experience)

We are a staffing agency recruiting on behalf of a premium lifestyle brand seeking a Customer Success & Logistics Coordinator to deliver an exceptional customer experience from purchase through delivery.

This is far more than a traditional customer service position. You'll become a trusted advisor to customers investing in premium, high-value products, guiding them through every stage of their journey while ensuring seamless communication, flawless order coordination, and an outstanding customer experience.

We're looking for someone who is naturally curious, communicates with confidence, genuinely enjoys building relationships, and takes pride in understanding both the customer and the business they represent.

You'll also play an important role in business growth by nurturing warm leads, re-engaging abandoned purchases, and helping prospective customers confidently move forward with their buying decisions.

Professionals from medical, healthcare, patient coordination, private practice, luxury service, or other high-touch client-facing environments are strongly encouraged to apply.

Key Responsibilities

Customer Success & Client Experience

• Become the primary point of contact for customers from initial enquiry through successful delivery.

• Deliver exceptional customer support via phone, email, and live chat.

• Build trust through proactive communication, regular follow-ups, and genuine relationship building.

• Guide customers through purchasing decisions while providing a premium, concierge-level experience.

• Resolve customer concerns professionally, ensuring every interaction strengthens customer confidence in the brand.

• Demonstrate genuine interest in understanding customers' needs and recommending the best solutions for them.

Sales & Customer Engagement

• Follow up with prospective customers who have expressed interest but have not yet completed their purchase.

• Reactivate abandoned carts and dormant enquiries through thoughtful, consultative conversations.

• Identify opportunities to improve conversion rates while maintaining a customer-first approach.

• Confidently discuss premium products with customers making significant purchasing decisions.

• Support the wider team by identifying trends, customer feedback, and opportunities to improve the overall buying experience.

Logistics & Order Coordination

• Coordinate the delivery of high-value products from order confirmation through final delivery.

• Track shipments and proactively communicate progress with customers.

• Liaise with warehouses, logistics providers, and delivery partners to ensure a seamless experience.

• Resolve shipping issues or delays quickly while keeping customers informed throughout the process.

• Maintain accurate records of customer interactions, orders, and shipment progress.

Administrative & Operational Support

• Maintain detailed customer records and order documentation.

• Respond promptly to customer enquiries and internal requests.

• Track outstanding actions to ensure nothing falls through the cracks.

• Assist with reporting and general operational administration.

Required Qualifications

• Previous experience in Customer Success, Patient Coordination, Medical Administration, Practice Management, Account Management, Sales Support, or Premium Customer Service.

• Excellent written and verbal English communication skills with exceptional verbal aptitude.

• A warm, confident, and professional telephone manner.

• Demonstrated ability to build rapport and maintain meaningful customer relationships.

• Strong organisational skills with exceptional attention to detail.

• Ability to manage multiple priorities while maintaining a consistently high level of customer care.

• Excellent follow-through and a strong sense of ownership.

• Proficiency with Google Workspace or Microsoft Office.

Preferred Qualifications

• Experience within the medical, healthcare, specialist practice, wellness, or luxury service industries.

• High-ticket sales experience or experience supporting customers purchasing premium products or services.

• Experience re-engaging dormant enquiries, recovering abandoned carts, or nurturing warm sales leads.

• Previous logistics, order fulfilment, or supply chain coordination experience.

• Experience working remotely within a structured, high-performance environment.

What We're Looking For

The ideal candidate is someone who naturally builds trust, asks thoughtful questions, and takes genuine interest in the customers they serve and the business they represent.

You'll be successful if you are:

• An outstanding verbal communicator who builds rapport effortlessly.

• Naturally curious and motivated to deeply understand the products, customers, and business.

• Comfortable discussing premium, high-value purchases with confidence and professionalism.

• Highly proactive, taking ownership without waiting to be asked.

• Passionate about creating exceptional customer experiences from first enquiry through final delivery.

• Someone who follows through consistently and communicates proactively every step of the way.

Performance Incentives

In addition to a competitive base salary, this role offers performance-based incentives for successfully converting warm enquiries, reactivating abandoned carts, improving customer engagement, and contributing to overall business growth.

Growth Opportunity

This is an opportunity to become an integral part of a growing premium brand where your communication skills, relationship-building ability, and operational excellence will directly influence customer satisfaction and revenue growth.

As the business continues to expand, there will be opportunities to grow into broader responsibilities across Customer Success, Operations, Sales, and Business Development.