Customer Service Assistant - 6 Month FTC

TALA known for activewear that keeps up with busy lifestyles has been on a rocket ship since its founding in 2019 by entrepreneur Grace Beverley. Built on largely organic socials today we are a digital-first multichannel womens athleisure brand with a multi-faceted growth and retention strategy trading on impressive numbers. TALA recently opened a 2000-square-foot double-fronted Store on Londons iconic Carnaby Street as part of our ambitious growth strategy backed by a recent funding round.

Were looking for a Customer Service Assistant to join our growing team on a fixed-term basis for 6 months. This role reports to the Customer Service Manager and is a hybrid working role between home and our London office. Our customer service team operates seven days a week including bank holidays and occasionally has launch activity or peak periods where we work outside of normal business hours.

This role is for 30 hours working over four shifts one taking place on the weekend with the potential for flexibility amongst the team rota.

Tasks

Day to day:

• Provide the highest standards of service to our customers in a professional and timely manner utilising the brand tone of voice driving engagement and providing support to our customers.
• Responding to product and service reviews across our own and 3rd party platforms including investigating providing feedback and solutions where needed.
• As part of the wider customer service team you will also be responding to customers across our contact channels including email social media and online chat.
• Delivering the best service with high first-time resolution responding to customers in an informative and caring way.
• Working closely with the Customer Service Management team you will look at ways that our website FAQs and help centre can be improved so that customers can self-serve and get the answers they need 24/7 from our website.
• Liaising with the wider TALA team when needed to obtain answers to customer questions or provide feedback on our products acting as the voice of the customer within the company.
• Working with our fulfilment partner on courier related issues or delays in despatching customers orders.
• Processing customer returns maintaining accuracy and good communication.
• As part of the wider Customer Service & Operations team at busy periods you may be asked to support tasks outside of your normal role.

Requirements

You will bring:

• Previous customer service experience focusing on written communications (email chat etc)
• Experience responding and moderating across social media channels.
• Good all round IT skills as working across multiple (some bespoke) platforms.
• The sort of personality who thrives in a fast-moving quickly changing atmosphere.
• Passionate about the customer keeping them at the heart of everything we do.
• High levels of computer literacy.
• Ability to problem solve and think quickly and creatively to find solutions for our customers.
• Strong time and task management skills.
• (Preferably) Previous experience working in an online retailer using a recognised customer service platform

Benefits

What we can offer:

• A competitive salary and package
• Fun start-up working culture including: team social events brand collaborations sample sales awards
• A sense of mission and contribution to the greater good
• Experience in a high-profile fast growth VC-backed startup
• Beautiful and bright offices in a historic building in central London (near Vauxhall) with other startups on site

About us:
TALA is an activewear brand built to actively solve problems without creating new ones for people the planet or anyone else. Every collection prioritises functionality and thoughtful design combining premium fabrics with multi-way versatility and flattering fits that deliver maximum impact with minimal effort. Each piece is crafted with attention to detail ensuring women can look and feel their best with ease.

When founder Grace Beverley shifted from fast fashion to more sustainable options in her everyday clothing she found a host of responsibly made options in every category other than activewear. Founding TALA in 2019 the proud female-led brand is on a mission to make consciously made active and off-duty styles accessible and inclusive without sacrificing performance or fit.

Read about TALAs people purpose and product work here.
TikTok: @wearetala Instagram: @wearetala