Customer Support

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