AddressVida Glow is a fast-growing global company that offers a range of premium ingestible beauty supplements. Our products are sold online and extensively in retail outlets all over the world.
We are driving the business forward with a distinctly unique position that sets Vida Glow apart from a highly competitive market drowning in a sea of sameness. We have an opportunity to create the foundation of a truly world class global brand that inspires and creates positive impact on our customers’ lives and that inspires us all. The head office is based in North Sydney.
About the role
The Customer Service / Customer Care Representative plays a pivotal role in ensuring exceptional consumer experiences across various touchpoints. This position involves collaborating closely with the Sales Team, Operations, digital, and other departments to uphold the brand's reputation and meet consumer needs effectively. Given the fast-paced and evolving nature of our business, this role requires a high level of flexibility and adaptability to respond to the changing needs of both the business and customers on any given day. Your high attention to detail and positive solutions driven attitude will be key to your success in this role.
In addition to championing daily Customer Service needs, you will also contribute to the wider Operations team by assisting with ad hoc operations duties as and when support is required. The fast-paced and ever-changing nature of our business requires a flexible and adaptive approach, ensuring that our customers' needs are met effectively on any given day.
Key responsibilities
Customer Service / Customer Care
- Engage with customers promptly and professionally through various channels, globally. Including CRM systems, email, live chat, phone calls, social media, and review platforms, displaying superior communication skills and providing an exemplary customer experience.
- Ensure that all Customer Service standards and policies are adhered to, across all channels.
- Proactively contact customers as directed.
- Resolve customer issues and complaints via Customer Service platforms in line with company response KPIs.
- Answer questions about products, their ingredients, use etc. in line with company response KPIs.
- Communicating internally important feedback from customers
- Address consumer inquiries, concerns, and complaints with empathy and efficiency, striving for first-contact resolution whenever possible.
- Maintain consistency in brand messaging and professionalism across all customer interactions, ensuring that the brand is portrayed positively.
- Work closely with internal and external teams to provide seamless Customer Service and solutions, contributing to overall business success.
- Be highly adaptive to the evolving needs of customers, demonstrating flexibility in task prioritisation and approach, while consistently managing multiple tasks and working to deadlines.
- Maintain a strong focus on the customer, ensuring their needs are met and exceeded in every interaction.
Operations Administration Support
- Placement of orders including follow-up with the warehouse and customers to ensure correct and timely shipment and delivery.
- Monitor order fulfilment and ensure all orders are processed in a timely manner.
- Liaise with warehouse and operations teams to ensure timely deliveries.
- Support the operations team with order processing and product delivery, ensuring customers and retailers receive their products on time and in good condition.
- Ensure that returned orders are managed and corrected as required.
- Order fulfilment monitoring.
Required knowledge and experience.
- Proven work experience in Customer Service and administration
- Understanding of logistics, inventory management and project management
- Strong organisational and planning skills
- Demonstrate intermediate skills in excel, experience with Shopify, Gorgias or SAGE X3 is an advantage.
- Excellent verbal and written communication skills
- Experience working with roles that are highly processed driven.
- Understanding and familiarity working with various platforms and systems
- Experience and skill around data entry.
- Must be efficient and able to juggle multiple tasks at any one time.
- Ability to work to deadlines.
This role is approximately 18 hours a week - Monday 8am-3pm, Wednesday 8am-3pm and Thursday 4pm-8pm. We can be flexible for the right candidate.
If you're looking to be part of a fast growing global company, apply now!
Vida Glow is committed to creating a diverse workplace that provides an equal opportunity for all. We value talent of diverse backgrounds and experiences at Vida Glow, and encourage all to apply to become a part of our global journey.
