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 Lead, who is proficient in Zendesk (or other industry leading customer service platforms such as Gorgias), Shopify Plus and customer service in the online retail world, preferably with lifestyle brands.
As the Customer Experience Lead at Bhumi, you will work closely with our Operations Team based in Melbourne, Australia to cover customers day to day enquiries.
The position will be located at our Head Office (& Store) located at 108 Wellington Street, Collingwood VIC 3066.
To succeed in this role a positive attitude and a consistent desire to provide the very best customer service to our loyal customers is a must.
Key Responsibilities
Provide comprehensive support to Bhumi customers throughout all stages of their purchase lifecycle via Zendesk tickets
Ensure efficient turnaround time for all tickets, prioritising urgent queries to uphold prompt resolution
Deliver exceptional customer service experiences consistently aligned with Bhumi's ethos, values, and standards
Maintain up-to-date knowledge of Bhumi products, pricing, weekly specials/sales/offers, FAQs, shipping, and return policies
Process customer exchanges and return requests promptly, accurately logging return requirements in Shopify
Acknowledge and respond to customer reviews across various platforms such as Yotpo, Google Business Reviews, etc
Proactively address customer queries and concerns with the aim of retaining a high return rate and fostering loyalty
Design and build a Customer service function with your own flavour for future growth
Qualifications and Skills
Online Customer Service experience in Retail or a lifestyle brand is a must
Strong understanding of Retail / Sales processes
Proven work experience with Zendesk and Shopify
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 all interactions
Demonstrate a customer-centric approach, striving to provide the best possible customer experience in any situation
Possess strong and clear written communication skills to effectively convey information and solutions to customers
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
Benefits
What else is in it for you?
Opportunity to build a customer service function with innovative tools and mindset; and make it your own
Bhumi Products: Receive generous discounts and freebies across the entire Bhumi range
Training: Receive comprehensive training in Bhumi's Ethos and Products, empowering you with knowledge and expertise
Flexible Work Arrangements: Enjoy flexibility in your work schedule, allowing you to maintain a healthy work-life balance
Regular Team Events: Engage in weekly / monthly team events to foster collaboration, communication and knowledge sharing
Diverse Culture: Immerse yourself in a diverse and inclusive culture, surrounded by a group of passionate individuals who care deeply about the planet, people, and animals
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.