About The Company

Hi, we’re Bhumi! And together we’re here to revolutionise the textile industry by filling homes with beautiful, sustainable and affordable Bedding, Bath, Basics and Sleepwear. With our laser focus on sustainable fabrics, marketing and customer-centricity, we want you to jump on board as we accelerate towards becoming Australia’s leading sustainable lifestyle company.

People are a huge part of the way we work at Bhumi, and we believe in caring for each other, ourselves, our community and our customers. We value honesty and authenticity and work together with humility to make things happen! When the team wins, we all win. If this sounds like a team you’d like to be part of, read on below.

So, what are we looking for?

We are seeking a dedicated and experienced Customer Experience Coordinator, who is proficient in industry-leading customer service platforms such as Zendesk, Gorgias, Gladly), Shopify Plus and customer service in the online retail world.

As the Customer Experience Coordinator at Bhumi, you will work closely with our Operations Team based in Melbourne, Australia to cover customers day to day enquiries.

The position will be located at our Head Office (& Store) located at 108 Wellington Street, Collingwood VIC 3066.

To succeed in this role a positive attitude and a consistent desire to provide the very best customer service to our loyal customers is a must.

Key Responsibilities

1. Customer Support & Experience

Respond to customer enquiries regarding orders, shipping and returns via email and phone

Manage and reply to customer feedback across multiple platforms (including socials and reviews), maintaining a positive brand image and resolving any concerns

Resolve customer complaints efficiently, escalating issues to the Customer Experience Lead, when necessary

Proactively communicate with customers about stock delays, stock issues, or fulfilment concerns

Gather and discuss customer feedback and recommend improvements with the fulfilment process to the Customer Experience Lead

2. Returns & Exchanges Processing

Manage return and exchange requests on a daily basis

Process returned items on a timely basis

Manage the weekly dispatch of stock to the warehouse

Qualifications and Skills

Online Customer Service experience in Retail or a lifestyle brand will be highly desired

Strong understanding of Retail / Sales processes

Proven work experience in industry-leading customer service platforms such as Zendesk, Gorgias, Gladly and Shopify Plus

Fluent in English both spoken and written

Exceptional verbal and written communication skills

Excellent time management and problem solving skills

Requirements (To succeed in this role)

Maintain a positive and professional attitude with exceptional attention to detail, ensuring accuracy and thoroughness in all interactions

Demonstrate a customer-centric approach, striving to provide the best possible customer experience in any situation

Possess strong and clear written communication skills to effectively convey information and solutions to customers

Exhibit exceptional customer service skills, including active listening, problem-solving, and empathy

Ability to work autonomously and collaboratively with a team in an online environment, demonstrating flexibility and adaptability

Display an empathetic nature to understand and address customers' needs and concerns effectively

Prioritise tickets effectively, allocating resources as needed to ensure timely resolution and customer satisfaction

Benefits

What else is in it for you?

Opportunity to build a customer service function with innovative tools and mindset; and make it your own

Bhumi Products: Receive generous discounts and freebies across the entire Bhumi range

Training: Receive comprehensive training in Bhumi’s Ethos and Products, empowering you with knowledge and expertise

Flexible Work Arrangements: Enjoy flexibility in your work schedule, allowing you to maintain a healthy work-life balance

Regular Team Events: Engage in weekly / monthly team events to foster collaboration, communication and knowledge sharing

Diverse Culture: Immerse yourself in a diverse and inclusive culture, surrounded by a group of passionate individuals who care deeply about the planet, people, and animals

Join our team at Bhumi and contribute to our mission of revolutionising the textile industry with sustainable and affordable products. Your dedication and expertise will contribute to our vision of creating a more sustainable and ethical future for the industry. Together, we can make a meaningful impact and inspire positive change.