Customer Experience Coordinator

About the Role

The Customer Experience Coordinator position is part of Infinite Fulfillment, a logistics company within the BrandSystem Group's e-commerce network. This role, based in Dubai, supports French-speaking e-commerce brands by managing shipment processes and ensuring outstanding client care as the company grows.

Key Responsibilities

• Monitor client communication channels daily, particularly Slack, responding directly to uncomplicated queries.
• Detect early signs of client dissatisfaction or tension and address them before they escalate.
• Review interactions between Client Managers and clients to ensure communication is accurate, timely, consistent, and appropriately toned; intervene when standards are not met.
• Prepare briefing materials ahead of client meetings and oversee weekly project reporting.
• Identify process inefficiencies with detailed insights to facilitate corrective action.
• Work collaboratively on initiatives to enhance overall client satisfaction alongside the Head of Customer Success.

Candidate Profile

• Native-level proficiency in French is essential due to the client base and high standards in written communication.
• Fluency in English for coordination with teams in China and effective client exchanges.
• Excellent communication skills, combining diplomacy, empathy, and composure under pressure.
• Strong organizational skills to manage multiple projects and maintain high attention to detail.
• Proactive attitude with sound judgment regarding when to act independently or escalate issues.
• Ability to thrive in a dynamic, fast-growing international environment with evolving processes.

Preferred qualifications: At least three years of experience in e-commerce, retail, or logistics, familiarity with direct-to-consumer brands, or previous experience in international teams.

Additional Information

• Location: On-site in Dubai, UAE.
• Start date: September 2026.
• Reports to: Head of Customer Success.