Job Description

:
1. Customer Success & Brand Advocacy (The "Human" Part)
Tea Consultant: Act as a brand expert, guiding customers through our collection to find the perfect blend for their palate.
Multi-Channel Support: Manage all incoming inquiries via Email, WhatsApp, Phone, and Social Media with a consistent, helpful brand voice.
Resolution Excellence: Resolve issues regarding order status, damaged goods, and returns with high empathy and speed.
The "Extra Mile": Take full ownership of the customer recovery process (refunds, replacements) to turn a negative experience into a positive one.
Metrics Driven: Maintain high "First Response" and "Resolution" rates to ensure top-tier satisfaction scores.
2. Operations & Fulfillment (The "Action" Part)
Order Management: Monitor the D2C platform (Shopify) daily to ensure all new orders are synchronized and processed by the warehouse.
Inventory Oversight: Monitor stock levels across key SKUs and alert the production team of potential stock-outs.
Logistics Coordination: Maintain daily contact with courier partners to escalate delayed shipments and negotiate "re-attempts" for failed deliveries.
RTO Management: Manage "Return to Origin" flows, investigating delivery failures and updating internal records to minimize shipping losses.
3. Quality Assurance (The "Guardian" Part)
Feedback Loop: Act as the first line of defense by identifying patterns in customer complaints.
Process Improvement: Flag recurring packaging issues (e.g., damaged tins) to the warehouse or taste discrepancies to the production team for immediate batch checks.

Skills Required