Customer Care Specialist

2 weeks ago

Collingwood, Victoria, Australia T2 Tea Full time $80,000 - $120,000 per year

We're T2, a tea brand known for its delicious tea made with premium, sustainable ingredients. Every day, we love to excite our customers by inviting them into our world of tea, online and in our retail stores across Australia, New Zealand and Singapore.

Like our teas, our people are unique and diverse. We believe every team member brings different experience and skills to each role which is invaluable to T2. In return we provide training, incentives and encourage an inclusive culture through our policies and initiatives.

Today, we're part of LIPTON Teas and Infusions, the world's largest tea business. For our team, this connection opens opportunities to build global relationships, expand your career globally and participate in global programs and industry-leading initiatives.

We're also proudly B Corp Certified, get to know more about us at:

About The Role
As the Customer Care Specialist, you will support the Customer Care Manager in coaching and supervising the Customer Care team to ensure they provide high-quality care and support to our global customers. You will act as an escalation point for Customer Care Coordinators and support team development by sharing knowledge and best practices. This role requires a proactive problem solver with strong communication skills and a deep understanding of the customer journey

Key Responsibilities

  • Handle complex, escalated, or sensitive customer enquiries
  • Serve as a subject matter expert on systems, policies, or products
  • Act as a first point of internal escalation before it reaches leadership
  • Identify and flag recurring issues or pain points in the customer journey
  • Train new starters and supervise employees at lower levels
  • Assist in the delivery of training courses
  • Step in and deputize in the Customer Care Manager's absence
  • Manage and monitor the Customer Care inbox (Primary Contact), Customer Manager (Secondary Contact)
  • Contribute to team initiatives, process improvements, and customer experience projects
  • Attend weekly 1:1 leadership meeting with Customer Care Manager

*Life at T2*

  • Enjoy a 50% discount to spoil yourself, plus endless cups of tea.
  • Get recognition and rewards. T2 celebrates our teams contributions through our Moment Makers program, featuring exciting prizes.
  • Volunteer leave day per year with a purpose aligned organisation.
  • Workplace policies with impact: Menopause policy, Gender equity policy, Equitable remuneration policy and Flexible working arrangement options, including hybrid work.
  • Employee Assistance Program (EAP).
  • T2 Culture Club ensures we celebrate every occasion in the calendar – bringing fun and excitement to life at T2.
  • Head office located in lively Collingwood, close-by to delicious cafes and public transport (both train and tram).

About The Application Process
Don't feel like you meet every single requirement? Still apply We'd love to receive your application if most of your experience matches and you think you'll thrive in this role.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

T2 commit to respond to every applicant.

No agencies please – we have this one brewing in-house.

*Sounds like your cup of tea? Apply now*

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