Customer Service Specialist

About the company

Hi, we’re Bhumi! ( ---------- ) And together we’re here to revolutionise the textile industry by filling homes with beautiful, sustainable and affordable Bedding, Bath, Basics and Sleepwear. With our laser focus on sustainable fabrics, marketing and customer-centricity, we want you to jump on board as we accelerate towards becoming Australia’s leading sustainable lifestyle company.

People are a huge part of the way we work at Bhumi, and we believe in caring for each other, ourselves, our community and our customers. We value honesty and authenticity and work together with humility to make things happen! When the team wins, we all win. If this sounds like a team you’d like to be part of, read on below.

So, what are we looking for?

We are seeking a dedicated and experienced Customer Experience Co-ordinator, who is proficient in industry-leading customer service platforms such as Zendesk, Gorgias, Gladly), Shopify Plus and customer service in the online retail world.
As the Customer Experience Specialist at Bhumi, you will work closely with our Operations Team based in Melbourne, Australia, to cover customers day to day enquiries.

To succeed in this role, a positive attitude and a consistent desire to provide the very best customer service to our loyal customers are a must.

Key Responsibilities

1. Customer Support & Experience
- Respond to customer enquiries regarding orders, shipping and returns via email and phone
- Manage and reply to customer feedback across multiple platforms (including socials and reviews), maintaining a positive brand image and resolving any concerns
- Resolve customer complaints efficiently, escalating issues to the Customer Experience Lead, when necessary
- Proactively communicate with customers about stock delays, stock issues, or fulfilment concerns
- Gather and discuss customer feedback and recommend improvements with the fulfilment process to the Customer Experience Lead

2. Fulfilment Support
- Coordinate daily manual fulfilment of orders in Shopify to ensure order accuracy

Qualifications and Skills
- Online Customer Service experience in Retail will be highly desired
- Strong understanding of Retail / Sales processes
- Proven work experience in industry-leading customer service platforms such as Zendesk, Gorgias, Gladly and Shopify Plus
- Fluent in English, both spoken and written
- Exceptional verbal and written communication skills
- Excellent time management and problem-solving skills

Requirements (To succeed in this role)
- Maintain a positive and professional attitude with exceptional attention to detail, ensuring accuracy and thoroughness in a fast-paced environment
- Demonstrate a customer-centric approach, striving to provide the best possible customer experience in any situation
- Possesses strong and clear written communication skills
- Exhibit exceptional customer service skills, including active listening, problem-solving, and empathy
- Ability to work autonomously and collaboratively with a team in an online environment, demonstrating flexibility and adaptability
- Display an empathetic nature to understand and address customers' needs and concerns effectively
- Prioritise tickets effectively, allocating resources as needed to ensure timely resolution and customer satisfaction

Join our team at Bhumi and contribute to our mission of revolutionising the textile industry with sustainable and affordable products. Your dedication and expertise will contribute to our vision of creating a more sustainable and ethical future for the industry. Together, we can make a meaningful impact and inspire positive change.