Job Description

We’re looking for an energetic and professional Customer Service Representative to join our team.  Whether it’s through phone, email, social media or in-person, every customer interaction is an opportunity to engage with people to provide a positive experience with our brand and providing excellent customer service is a core part of our mission.  

Specific responsibilities will include:

• Respond to customer inquiries across all communication channels.
• Keep up to date with offered products and provide accurate answers to questions related to product features, pricing, and availability.
• Work closely with internal departments to meet customers' needs and resolve complicated issues.
• Help resolve product returns and service / maintenance requests.
• Work with courier partners to respond to shipping inquiries and expedite order deliveries.
• Monitor and analyse customer feedback / reviews and provide suggestions to improve CSAT.
• Keep track of product listings to ensure accurate content across all sales channels (description, images, price, etc.).

Requirements:

• 0 - 2 years of experience in a similar role
• Self-starter with demonstrated initiative
• Ability to approach problems logically and rationally
• Ability to empathise with and prioritise customer needs.
• Demonstrates conflict resolution, negotiation, and de-escalation skills.
• Demonstrates ownership to resolve challenging customer issues, escalating when necessary.
• Ability to comprehend and interpret customer issues correctly and communicate the solution clearly.
• Ability to compose accurate, concise and grammatically correct written responses.
• Ability to communicate effectively with internal departments and work in a team environment
• Familiar with MS Office / Google tools (Docs, Sheets, Slides, etc.) and basic understanding of e-commerce websites (Shopify, Amazon, etc.) and how they work.
• Ability to understand and quickly learn new tools / softwares.
• Effective problem solving skills including decision making, time management and immediate prioritisation of tasks as assigned
• Must be willing to work on weekends.

ABOUT BLUE TOKAI COFFEE ROASTERS
www.bluetokaicoffee.com

We are India’s largest speciality-focused coffee company, with coffee roasteries in New Delhi and Mumbai and a growing network of cafes. All of our coffees are sourced from leading growers across the country, and traceability and long-term relationships with our farms are integral to what we do. We are focused on sourcing, roasting, brewing the best beans India has to offer.