D2C Customer Service Representative // terrible* (London) [EXPIRED]

we’re artists, apparel designers, data scientists and entrepreneurs making, managing and moving physical products online and at-show for the greatest creators on the planet

terrible* manages the entire merchandise supply chain from sourcing to delivery, to fan purchases online or at show. Artists at all stages can access our highly vetted global supply chain.

We’re artist revenue and artist profit focused with a long track record of proven results. We aim to build and grow financial relationships between fans and artists that last a lifetime.

We’re full service, with no artist commissions, no contracts, no design or service fees. We don’t do advances or revenue splits and we’re really into low minimum orders and accurate restocks. We’re also flexible and work on a case-by-case basis because no two artists needs are the same.

We're looking for a D2C Customer Service Representative

general duties*

• Respond promptly and professionally to customer inquiries, email, or chat
• Provide accurate information about products/services, pricing, availability, and policies
• Handle and resolve customer complaints, issues, and escalations efficiently and courteously
• Process orders, returns, and exchanges in accordance with company policies
• Maintain thorough and updated knowledge of company products/services to offer relevant information to customers. Basic knowledge of the following applications is preferred:
  - Shopify
  - Monday.com
  - Slack
  - Gmail
• Collaborate with other departments to address customer needs and improve overall customer experience.
• Identify and report emerging customer service issues to management to prevent future problems
• Uphold a high standard of service, ensuring customer satisfaction and retention

essential skills/traits*

• Excellent communication skills, written and verbal with the ability to build and maintain relationships with others easily 
• Excellent eye for detail
• Understanding of the music industry and its stakeholders
• Highly organised, natural problem solver with a customer-focused attitude
• Confident, calm and clearheaded
• Able to work to strict deadlines and manage your own workload effectively
• Self-starter, with a proactive approach to taking on tasks and projects who is process driven
• A love of physical products, apparel and music
• Proven experience in a customer service role or similar position (preferred, not essential)
• Proficiency in using customer service software, CRM systems, and basic computer applications(preferred, not essential)
• Availability to work at least 4 days a week, with the option of increasing to 5

software used* 

• Monday.com
• Slack
• Gmail
• Intercom