Customer Service Admin Agent

Don’t know Dock & Bay? You’re missing out, because we’re great (and humble). Here’s a quick intro:
Our founders, Andy (Head Poncho) and Ben (Towel Wizard of Oz), started Dock & Bay back in 2015, after sharing the same struggle of standard towels being too bulky for their backpacks while travelling. It’s a hard-knock life, eh?

Following some intense brainstorming - that means pulling down a big red curtain and sticking pieces of white paper to it to create our now iconic stripes - D&B’s quick dry, 100% recycled wonders were born. Fast forward 8 years and Dock & Bay have become a certified B Corp, with over 100 products in 8 categories, selling in the UK, Australia, the US, Canada and Europe. Our mission is to make the world brighter, and we need your help (if you fit the job description, obviously). We are listed as one of the Great Places to work in the Retail, Hospitality & Leisure sector, so you KNOW we’re going to look after you.

THE ROLE IN A NUTSHELL

Reporting to the Senior Community Manager, your role as Customer Service Admin Agent will be to execute administrative tasks following established Dock & Bay processes and guidelines. You’ll work closely with the Community Team to ensure these tasks are completed efficiently, contributing to an exceptional customer experience and the achievement of team goals. A key aspect of the role includes managing order-related reports to ensure service level agreements (SLAs) are consistently met. Additionally, you’ll occasionally engage with customer comments across various platforms, maintaining Dock & Bay’s tone of voice and delivering a positive and professional response.

KEY RESPONSIBILITIES (WE’RE GETTING SERIOUS NOW):

- Actioning incoming customer returns and issuing refunds and exchanges
- Handling return requests coming through and giving customers replacements instead of refunds/exchanges where necessary
- Creating and editing marketplace invoices and approving them in Xero
- Responding to positive feedback reviews from customers ensuring that the Dock & Bay tone of voice is upheld
- D&B TOV - Our writing and communications should be empathetic, aiming to solve problems, while being a little bit witty. Choose jokes, not negativity. Don’t be afraid to be a little different - different is good. Nobody ever got anywhere by being the same as everyone else. The aim is to get the customer’s questions answered, and resolved while also turning their experience around with our positivity.
- Checking all of the Dock & Bay websites to ensure any typos, product errors, missing images, or links are all in order and communicating this feedback to the Community & Marketing Teams
- Checking Amazon to see if any companies or brands are infringing on our products and sending pre-approved letters to those who are in breach of this
- Checking the expired discount report to ensure that any discount codes over 60 days expiry are deleted and communicating these deletions to your Line Manager
- Actioning Cin7 reports ensuring any mismatch of data is corrected and any issues surrounding order dispatch are investigated

Sound good? If yes, we’ll trade you a CV, and a short cover letter for a chance to join the best brand ever*.

*totally unbiased opinion.

Diversity Commitment
Dock & Bay is an equal opportunity employer and we are committed to creating a diverse & inclusive environment free from any kind of discrimination. We strive to provide all employees with a safe space to thrive, where they can share ideas & opinions regardless of their backgrounds or perspectives. Although we are not perfect, we continue to learn and our commitment to Diversity and Inclusion is a priority. Ultimately, our goal is to be diverse and inclusive at every level of our workforce. We are a welcoming team and encourage you to be yourself so that we can work together to make an impact.