Application Deadline: 13 September 2024

Department: Customer Service

Location: Australia

Description

Great People Work Here.

Twinings & Co has a proud history spanning over 300 years and operates on a global scale. With robust brand positioning we are viewed as a market leader in our field. The Australian operations continue to enjoy a positive growth trajectory. We are a high performing business that is focused on employing the best talent in the market to deliver on the business’ clear vision for success.

We are looking for a Senior Customer Experience Officer to join us and become the primary point of contact for our consumers and community across phones, email and social media (Facebook & Instagram). The nature of consumer contacts could vary widely including (but not limited to) product availability, a request for blend information, and order updates from our Ecommerce Site. Whilst there will be clear FAQs and process for escalation, this role requires someone who is confident, proactive, personable and shows intuition.

We are looking for someone with a keenness and passion to understand tea & Twinings.

This role will really be ambassadors for our brand with our consumers. We are looking for someone to not only take incoming contacts but someone who delights and fosters positive sentiment in-line with our brand strategy. This will require an understanding of our brand tone of voice and personality, and a passion for delivering a first-class brand experience every day.

Please note that this role is part time over 3 days per week.

Key Responsibilities

- Answering consumer phone calls, emails, social media posts and DMs during business hours: This includes referring to our FAQ and template sheets. The role requires timely responses (1 business day)



and the role will be responsible for escalating any issues where relevant, and for inputting contacts into the CRM platform.
- Occasional receipt of contacts from press and other media. The role will be required to follow the briefed process and escalation, including working with our external PR partner as requested.
- Delivering reports that detail consumer contact key statistics, and comment on key themes, trends and any insights from consumer contacts
- Managing key contacts into our CRM platform
- Taking assets, copy and direction from The Senior Social and Content Manager and ensuring that the Twinings content calendar is deployed on-time, error free each business day.
- Social community engagement: for liking and interacting with each community member who interacts with Twinings social channels with on-brand communication and/or reactions.
- Community Fulfillment: The role will be responsible for the weekly activation of sending out parcels to the Twinings community. This includes replacing faulty blends, surprise and delights, brand collaboration giveaways and social giveaways

Skills, Knowledge and Expertise

- A minimum of 5 years experience within a business having a customer contact, speaking with consumers, dealing with compliments and social media
- Experience of CRM Systems
- Experience in social media moderation
- Exceptional communication and presentation skills
- Outstanding attention to detail
- Experience of reporting and data analytics
- Ability to take ownership, direction and be self-reliant is a must
- Positive attitude and proactive thinker
- Experience in FMCG would be highly desirable
- Experience of people management would be highly desirable

Benefits

- Additional 1% Superannuation
- Flexible / Hybrid working options
- Birthday Day Leave
- Discounted Twinings Co products

📌 Senior Consumer Experience Officer (Melbourne)
🏢 Twinings
📍 Melbourne