Customer Experience Coordinator

Salt River, Cape Town
Full-time | In-person

About Hoi P'loy

Hoi P'loy is a Cape Town-based design and manufacturing studio creating lighting and homeware for homes, hospitality spaces, retailers, designers and architects.

Every product is made to order, which means no two days are quite the same. We're looking for someone who enjoys keeping things organised, communicating with people and making sure nothing falls through the cracks.

If you like solving problems, following things through and being the person who always knows what's happening, we'd love to meet you.

About the Role

This role sits at the centre of our customer experience.

You'll coordinate everything from the first customer enquiry through to final delivery, working closely with customers, production and dispatch to ensure every order runs as smoothly as possible.

Some days you'll be preparing quotations and invoices. Other days you'll be tracking production, updating customers, coordinating deliveries or helping solve unexpected challenges. No two days are exactly alike, but every day is about keeping customers informed and projects moving forward.

Our customers include retailers, interior designers, architects, hospitality projects and homeowners, so clear communication and attention to detail are essential.

Employment Details

• Full-time, permanent position

• Based in Salt River, Cape Town

• Monday to Friday: 8:00 am – 5:00 pm

• First Saturday of every month: 9:00 am – 3:00 pm

What You'll Be Doing

• Preparing quotations, sales orders and invoices

• Managing customer communication throughout the order process

• Following up on enquiries and quotations

• Creating and tracking production orders

• Coordinating information between customers, production and dispatch

• Monitoring lead times and proactively updating customers

• Coordinating dispatch and deliveries

• Maintaining accurate customer and order records

• Assisting with stock takes and general administration

• Looking for ways to improve our customer experience and internal processes

Skills & Experience

We're looking for someone who has:

• At least 3 years' experience in customer service, sales administration, account coordination or a similar role

• Excellent written and verbal communication skills

• Strong organisational skills and great attention to detail

• The ability to manage multiple jobs at the same time without losing track of the details

• Confidence using computer systems and learning new software

• Experience with Google Workspace and Microsoft Office

• Experience with Xero (advantageous)

You'll Fit Right In If You

• Enjoy keeping people informed

• Like creating order out of busy days

• Take ownership of your work

• Naturally follow up until things are finished

• Stay calm when priorities change

• Are reliable, practical and proactive

• Enjoy working as part of a close-knit team

Success in This Role

After a few months, you'll know you're succeeding when:

• Customers regularly compliment your communication.

• Orders move smoothly from enquiry through to delivery.

• Production and dispatch have the information they need when they need it.

• Quotations and invoices are accurate and sent out promptly.

• Our trade and wholesale customers enjoy working with us.

• Very little slips through the cracks because you're on top of it.

How to Apply

Please email the following to jobs@hoiploy.com:

• Your CV

• A short cover letter telling us why you'd be a great fit for the role

• A recent photo

We're expecting many applicants and won't have time to reply to all. If you don't hear back from us, then you probably didn't make the cut on this occasion.

To ensure that you value this opportunity and understand the role properly, please use the words "Pick me, I love Cape Town" in caps in the subject line so that we know you read through all the details.