Customer Service Team Member

3 weeks ago

Worthing, United Kingdom Bird & Blend Tea Co. Full time

**Online Customer Service Team Member**

**Who are Bird & Blend Tea co?**

Bird & Blend was set up and is run by Krisi and Mike, who met whilst studying Politics (of all things) at university. Starting off packing tea in their bedroom and attending markets, building Bird & Blend from scratch while staying true to our ethos and values has been Krisi and Mike’s passion. Now with an awesome team, multiple retail stores & a thriving international online store, Bird & Blend is leading the way in tea innovation in the UK.

**Is this role right for you?**

Delivering exceptional, above and beyond service is our priority here at Bird & Blend and our customers (Teabirds) always come first.

As we continue to grow, it’s an exciting time to join the Bird & Blend team. We are looking for super talented, customer obsessives who are confident and hard-working team players. You will need a keen eye for detail, always taking pride in everything you do and be up for challenges and problem solving. Flexibility and the ability to multitask are also highly desirable as every day is different

Having a passion for the environment and sustainable practice is also a huge plus We have always held people and the planet at the heart of everything we do so we are really proud to now be certified as a B Corp organisation. We are looking for equally passionate individuals who want to work for an ethical brand and support us with achieving the goals set out in our sustainability and impact strategy.

Similar experience would be helpful, but not essential as full training is provided.

**What does a Customer Service Team Member do?**

The CommuniTEA Experience team is responsible for all inbound communication channels. They are there to ensure our customers get the same high levels of service and brand passion remotely, as they do in our stores.

**What will your responsibilities be?**
- Ensuring every customer receives the same high level of service, consistently going above and beyond to create magical experiences.
- Organising and prioritising inbound inquiries via our helpdesk platform (Gorgias), ensuring that our response time is as short as possible.
- Answering inbound phone calls and contacting customers via phone when required.
- Knowing our products inside out in order to give the best advice and recommendations.
- Acknowledging and resolving customer issues/complaints.
- Feeding back on any aspects of the website that may be affecting customer experience and communicating to appropriate teams to ensure we uphold our exceptional levels of customer experience.
- Communicating with store managers to resolve any customer queries that relate to them.
- Supporting customers with basic troubleshooting and order processing.
- Collaborating with our Fulfilment and Production team to help process special requests and resolve issues.
- Handling order returns and organising replacements for our customers.

**What are the hours?**

There is no set pattern to what your working week may look like as this may vary in line with business needs. However, we do take care to ensure that you have sufficient notice of your shifts up to 4 weeks in advance.

**Are there any perks?**

Absolutely For all of your hard work you will get:

- To be a member of a small independent who truly cares about its team and will support its team members in any areas in which they wish to grow.
- To be a member of a fun, friendly & supportive team who like to have fun at work.
- Holiday accrual that grows with loyalty
- Monthly tea allowance and a generous staff discount.
- Membership of company pension scheme (if applicable)
- Bike to work Scheme
- Working Festival Spaces
- Enrolment into retail trust - Our employee wellbeing programme.

**Now what?**

All that's left to do is grab yourself a brew and hit apply

PS, We are also a living wage employer - Wahey

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