Customer Care Advisor

About Plank Hardware:
Plank Hardware was created for those who won’t compromise on their Pinterest #interiorgoals. We design stylish hardware products in high quality materials, and offer them to our customer for a pretty fair price — premium, grid-worthy finishing touches that don’t cost a fortune.

What's more, we’re on a mission to inspire a generation of kick-ass DIYers. Sick of that hand-me-down wardrobe? Hack it. Unhappy with your kitchen hardware? Tweak it. Say no to mediocre metalwork — roll up your sleeves, dial up your creativity and make that mood board you’ve manifested a reality.

About the Role:
We have an opportunity to be a part of our growth journey here at an exciting e-commerce interiors business. This role will assist our Head of Customer Experience to deliver an exceptional customer experience and ensure that our day to day business runs smoothly. If you love problem solving, have the drive to learn and grow, and are looking for a role that will open doors to a variety of future opportunities in the retail space, this is the role for you. We want someone who is excited by the prospect of working in a fast paced startup environment and is curious and eager to learn about new products and processes.

You will be the first point of contact for all customer queries, providing an exceptional customer experience from start to finish, answering questions, solving any issues our customers come to you with and escalating inquiries where necessary. This will mean working closely with the fulfillment team, the product development team, and communicating with management about themes and frictions in the customer journey. This is a unique opportunity with potential for the role to evolve as the business grows. As a small business, we are all hands on deck at all times, and this person will need to be a champion of that mentality.

Duties & Responsibilities:

• Respond to customer care enquiries over email , live chat, and phone in a friendly and timely manner
• Use initiative to prioritise responses
• Communicate feedback and escalate inquiries where appropriate
• Monitor, triage and respond to reviews where required
• Assist in the ideation and implementation of customer experience improvements

Skills Needed:

• Skilled at time management and multitasking
• Clear and effective communication - both written and verbal
• Efficient and creative problem solving
• Extremely organised with good attention to detail
• Self-motivated, demonstrates initiative

Ideal Experience:

• 1-2 years experience in an office based operations or customer care role
• E-commerce experience a plus
• Customer service, shop sales-floor, or hospitality experience
• Comfortable using simple spreadsheets, desire to learn more