Customer Service Associate - Frome
Department: Customer Service
Reports To: Customer Service Lead
Location: Unit 1A Mezzanine, Station Approach, Frome, Somerset, BA11 1RE
Job Type: Full Time
Job Overview:
Sweet Bee Organics is seeking a dedicated and enthusiastic Customer Service Associate to join our team. In this role, you will support our customers by answering emails, processing orders, and ensuring an exceptional shopping experience.. You will work closely with the team, to address inquiries about our range of natural wellness products. If you have a genuine interest in health, wellness, organic products and are eager to learn more - we want to hear from you!
Key Responsibilities:
- Customer Support: Respond to customer inquiries via email in a friendly and professional manner, providing detailed information on product ingredients, benefits, and usage.
- Order Management: Assist customers with order-related inquiries, including tracking, refunds, returns, and exchanges, through Gorgias, Shopify and Google Sheets.
- Product Knowledge: Gain an understanding of Sweet Bee Organics' product offerings and values, ensuring that you can confidently provide product recommendations and support.
- Resolve Issues: Address any customer complaints or concerns regarding products or services, ensuring that issues are resolved efficiently and to the customer's satisfaction.
- Feedback & Suggestions: Collect customer feedback and suggest product improvements or new offerings to the team based on customer insights.
- Team Collaboration: Work closely with your own team as well as the fulfilment and production teams to ensure seamless communication about customer concerns, orders, and product availability.
- Learn & Grow: Continuously expand your knowledge of our wellness products and company policies, staying up-to-date with new product releases and wellness trends.
- Ensure Brand Voice: Maintain the brand’s tone of voice in all customer communications, reflecting Sweet Bee Organics' commitment to natural wellness and customer satisfaction.
Requirements:
- A genuine passion for natural wellness, health, and organic products.
- Previous experience in customer service, particularly in an ecommerce environment, is a plus but not required.
- Familiarity with Shopify and Gorgias is a plus, though training will be provided.
- Strong written communication skills with the ability to articulate responses clearly and empathetically.
- Ability to manage multiple inquiries at once while maintaining accuracy and attention to detail.
- Proactive and solution-oriented mindset, with a willingness to learn and adapt in a fast-paced environment.
- A positive, customer-first attitude with a desire to help and improve the customer experience.
- Comfortable working independently as well as part of a collaborative team.
Additional Skills & Attributes:
- Knowledge of the benefits of magnesium and medicinal mushrooms.
- Experience on CX software such as Gorgias, Shopify, ReCharge and Google Sheets
- Excellent time management and organizational skills.
- Ability to deal with tricky situations and upset customers with care.
- Flexibility and adaptability in a dynamic, growing company.
Work Environment:
- This is a full time in-house position with set working hours.
- You will be provided with all necessary tools, including a company laptop.
How to Apply:
If you're excited about wellness, enjoy helping others, and want to be part of a growing team, please send your CV and a cover letter to tash@sweetbeeorganics.com.