Customer Service Executive

About TWG Tea

TWG Tea was established in Singapore in celebration of the island’s great history as a trading post for fine teas. TWG Tea is a luxury concept that incorporates an international distribution network to professionals, unique and original retail outlets and exquisite tea rooms. A veritable tea institution, TWG Tea is passionate about sharing their expertise and has become a point of reference for tea lovers thirsty for knowledge.

TWG Tea tasters travel thousands of miles across the globe every year, sampling hundreds of teas in search of the most desirable harvests direct from source gardens. Offering over 800 single estate fine harvest teas and exclusive blends, as well as tea patisseries and other tea infused delicacies, TWG Tea is internationally recognized as a veritable innovator with the creation every season of new varieties of tea in collaboration with the world’s most renowned estates.

The TWG Tea team shapes the aesthetic image underpinning all the brand’s products, constantly updating the notion of TWG Tea even as they respect the elegance and beauty of the tea traditions of the world on which it is based, now spiced with a touch of sensuality and originality.

TWGTea.com

Primary Relationships

The position reports to the Operations Manager, France.

Within the organization, this position has a primary relationship with the Operations, eCommerce teams in the Paris TWG Tea office and at HQ.

Outside the organization, the position coordinates primarily with eCommerce customers, as well as retail customers and service providers (delivery and courier companies, etc.)

Responsibilities:

• Professionally handling and responding to customer enquiries including, but not limited to, telephone calls, emails, web enquiries, social media and review platforms, marketplace
• Keep up-to-date with the latest information that impacts the delivery of service to the customers and provide accurate information promptly to customers, such as FAQs and etc
• Responsible for following through and resolve product, service or membership issues and expedite correction or adjustment if necessary
• Coordinate with the HQ, Operations and Warehouse team to address customers’ concerns, highlight feedback to respective departments and get approval for customer service recoveries
• Update system records and maintain proper customer service files
• Processing eCommerce orders placed through TWGTea.com (Europe) and 3rd party marketplaces (i.e., Amazon) using the company enterprise resource planning systems
• Liaising with account managers from delivery and courier companies to ensure orders are delivered properly and in good time, managing lost parcels and customer returns.
• Supporting the eCommerce team in day-to-day administrative duties
• Compiling reports for HQ team and management

Requirements:

• Bachelor degree with minimum 1 - 2 years of customer service experience
• Interest and appreciation of tea and luxury retail, eCommerce, customer service a plus
• Strong communication skills with excellent command of written and spoken French and English required. Command of other European languages would be a plus (German, Spanish, Italian, etc.).
• Extremely meticulous, adaptable, problem-solver who is able to work independently in a young, dynamic and fast-paced environment
• Proficient in MS Office applications
• Media, Internet and social media savvy
• Results-driven and able to work under pressure

Only shortlisted candidates will be notified.

Please forward detailed resume in English indicating reasons for leaving, expected salary and date of availability.

TWG Tea is an international work place!