About DELLI:
If you haven’t met DELLI before, we’re a community of fun-loving and curious individuals who live for the discovery of new food, flavours, and people. DELLI is a platform that brings a new generation of food producers and their customers together. We believe the world of food is undergoing a fundamental shift, and we are here to support the brave individuals making it happen.
DELLI enables burgeoning independent food makers to build their businesses and instantly reach a nationwide community of customers looking for new, more exciting, and tastier food options. Founded by Simon Beckerman (Co-Founder, Chief Creative Officer) and Marie Petrovicka (Co-Founder, CEO), DELLI is grounded in a spirit of innovation. Simon and Marie previously worked together at Depop—a fashion marketplace founded by Simon that grew to 20M users across 147 countries before selling to Etsy for $1.6B in 2021. Their combined expertise in building successful, community-driven platforms drives DELLI's mission to transform the food industry.
Role Overview:
We are looking for a proactive and detail-oriented Customer Support Specialist to join our team and help us deliver exceptional support to our community. If you are excited about creating memorable experiences that champion independent creators and connect people who share a passion for great food, we’d love to meet you!
In this role, you will ensure DELLI buyers have a seamless experience from start to finish. This means promptly addressing customer inquiries across various channels, resolving any issues with empathy and a genuine desire to help, and maintaining clear and thoughtful communication throughout.
You will also work closely with our operations team to refine and enhance our support processes, ensuring that our service is not only responsive but continuously improving. The ideal candidate will have strong communication skills, an analytical mindset, and a proactive approach to problem-solving. Your commitment to providing excellent service and finding innovative solutions will directly shape the DELLI customer experience!
This role will begin as a part-time internship (Monday to Wednesday) with potential for Full-Time based on performance at the end of April.
Key Responsibilities:
* Respond to customer enquiries via our support email and social media promptly and display genuine care for our community, being the first touch point in our community experience.
* Resolve and log customer issues related to orders, returns, and replacements, ensuring timely updates and excellent service.
* Ensure customers receive relevant information and regular updates on their inquiries.
* Process returns in collaboration with the warehouse team.
* Generate weekly CX and warehouse performance report and present at weekly operations meetings.
* Identify opportunities for improvement, highlight trends to enable continuous business improvement & customer care procedures.
* Support with the creation of DELLI CX policies and training materials.
* Take ownership of existing processes and actively build and refine new workflows to improve the customer experience and operational efficiency.
Who You Are:
* Excellent communicator with a genuine passion for delivering outstanding customer experiences.
* Highly organised with strong attention to detail and the ability to manage multiple tasks efficiently.
* Proactive problem-solver who takes initiative to resolve challenges and improve processes.
* Empathetic and customer-focused, with the ability to build positive relationships with customers and team members.
* Analytical thinker who can provide insights and suggest improvements.
* Collaborative team player who thrives in a fast-paced, dynamic environment and is eager to learn and grow.
* Experience with tools like Excel/Google Sheets, and Notion is desirable.
We know that you may be put off applying for our job if you think you can’t tick every box, apply anyway. We’re welcoming of all backgrounds and pride ourselves on having a diverse community and workforce that adds to our richness. However, you’ll catch our eye if you can demonstrate a hint of the DELLI appeal within your CV to wow and excite us.
Benefits:
* Be part of the launch of something truly exceptional.
* Opportunity to build a platform impacting millions of lives, and making the world a better place.
* You will get a competitive salary in line with your skills, experience, and potential.
* Equity, everyone owns a piece of the company.
* Staff discount to use on DELLI’s online shop.
* Once-a-week team lunch, on us.
* Health insurance.
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