Customer Service Assistant

TALA has been on a rocketship since its founding in 2019 by entrepreneur Grace Beverley. From day one weve had a competitive advantage on organic socials and influencer marketing and weve catapulted into a DTC eCommerce business with a multifaceted growth and retention strategy across multiple digital channels. At just 4 years old weve been scaling very quickly and are trading on bestinclass KPIs.

Were looking for a Customer Service Assistant to join our growing team this role reports into the Customer Service Manager. This is a hybrid working role between home and our London office. Our customer service team operates 7 days a week including some bank holidays and occasionally have launch activity or peak periods where we work outside of normal business hours.

This role is for 30 hours working WednesdaySaturday 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 firsttime 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 selfserve 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 fastmoving 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:

• Fun startup working culture
• Competitive salary
• A sense of mission and contribution to the greater good
• Clothing allowance and discount on the best athleisure in the game

About us:
Our shopping habits are driven by global powerhouse fast fashion brands churning out hundreds of thousands of cheap clothes every day telling us we must shop and wear the latest styles.

TALA is the brand you always knew you wanted but could never quite find responsibly made activewear and offduty styles at competitive prices without the need to compromise on highperformance designs and flattering fits. TALA was founded in May 2019 by fitness entrepreneur Grace Beverley to disrupt the fast fashion and activewear industries after years of working in the space.