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: https://www.t2tea.com
Looking for a role that fills your cup? Good news, T2 Tea is looking for a Customer Care Coordinator o join its passionate team.
About the role
Customer Care Coordinators, as part of the Customer Care team, are directly responsible for the management and performance of T2’s customer support across the following channels, but not limited to; web, email, phone, social, live chat and review, for T2’s OMNI-Channel customers.
Customer Care Coordinators are responsible for providing high quality service, care and support to our global customers, with a particular focus on ecommerce and retail customers
Key responsibilities
Service delivery – consistently provide outstanding customer service by addressing all customers' concerns (immediate and future) in the channel of their choice.
· Working as a team – working effectively with the customer care team and entire department
· Efficiently responding to customers – ensuring that customers’ needs, and queries are met in a timely manner (as outlined in the Customer Care SLA)
· Acting as an advocate for the customer – sharing customers feedback with business to drive business improvement
· Brand ambassador – being the face and voice of the brand through all interactions upholding the reputation of the business
About you
Customer orientation - Prioritise internal or external customer’s perspective when making decisions and taking action; implementing service practices that meet the customers’ and own organisation’s needs
· Time management - Effectively manages one’s time and resources to ensure that work is completed efficiently
· High work standards - Sets high standards of performance for self and others, self- imposing standards of excellence; assuming responsibility and accountability for successfully completing assignments or tasks
· Adaptability - Maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful
· Applied learning - Assimilating and applying new job-related information in a timely manner
· Collaborative - Working cooperatively with others to achieve goals
· Action oriented/proactive - Taking prompt action to accomplish work goals; taking action to achieve results beyond what is required; being proactive
· Resilience - Maintaining stable performance under pressure or opposition (e.g., experiencing time pressure, conflict, or job ambiguity); handling pressure and change in an appropriate manner
· Tech savvy – competent in using online systems, social media and phones
· Experience – some customer service experience necessary, experience with customer case management systems such as Gorgias, working in ecommerce, retail and operations
Life at T2
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.
No agencies please – we have this one brewing in-house.
Sounds like your cup of tea? Apply now!
Since we were founded in 1996, every day, cup by cup, we have taken the joy of tea to new heights by doing tea differently. From small beginnings in Fitzroy, Melbourne, we have grown a community of tea lovers through reimagining the humble tea leaf, the ways we brew it, serve it and share it.
Today, our innovative (and delicious!) product development continues, combined with ambitious sustainability achievements, a fast-growing online store, a lively distribution centre a welcoming support office in Collingwood and over 70 retail stores across Australia, New Zealand and Singapore.
Our retail experience is known for being immersive and enticing, and the team brings this to life daily. Our stores are beautifully stocked with our iconic products and delicious samples are brewed. Team members are trained to be tea experts who are passionate about the flavours, the stories of each product, and finding teas to match our customers’ different tastes.
The support office can be found on a bustling street in Collingwood, Melbourne. Designed to reflect its eclectic surroundings and fueled by endless pots of tea, this is where our unique blends and original designs are developed and where our cross-functional teams collaborate and deliver strategy, operations, technology, brand, e-commerce, wholesale and more.
The distribution centre is the operational hub of the business – ensuring our delicious tea, teawares and gifts are distributed to stores as well as fulfilling online orders that are delivered to our customers’ doors. Supported by a team of 30 team members and located in the western suburbs of Melbourne, it is an energetic environment.
We are looking for people from all backgrounds and experiences to join us across our stores, the support office and the distribution centre – you will be an important part of the T2 tea-m.
