We’re T2, a tea brand known for its delicious tea made with premium, sustainable ingredients. Every day, we love to excite our customers by inviting them into our world of tea, online and in our retail stores across Australia, New Zealand and Singapore.

Like our teas, our people are unique and diverse. We believe every team member brings different experience and skills to each role which is invaluable to T2. In return we provide training, incentives and encourage an inclusive culture through our policies and initiatives.

Today, we’re part of LIPTON Teas and Infusions, the world’s largest tea business. For our team, this connection opens opportunities to build global relationships, expand your career globally and participate in global programs and industry-leading initiatives.

We’re also proudly B Corp Certified, get to know more about us at: https://www.t2tea.com

Looking for a role that fills your cup? Good news, T2 Tea is looking for a Customer Care Coordinator o join its passionate team.

About the role

Customer Care Coordinators, as part of the Customer Care team, are directly responsible for the management and performance of T2’s customer support across the following channels, but not limited to; web, email, phone, social, live chat and review, for T2’s OMNI-Channel customers.

Customer Care Coordinators are responsible for providing high quality service, care and support to our global customers, with a particular focus on ecommerce and retail customers

Key responsibilities

Service delivery – consistently provide outstanding customer service by addressing all customers' concerns (immediate and future) in the channel of their choice.

· Working as a team – working effectively with the customer care team and entire department

· Efficiently responding to customers – ensuring that customers’ needs, and queries are met in a timely manner (as outlined in the Customer Care SLA)

· Acting as an advocate for the customer – sharing customers feedback with business to drive business improvement

· Brand ambassador – being the face and voice of the brand through all interactions upholding the reputation of the business

About you

Customer orientation - Prioritise internal or external customer’s perspective when making decisions and taking action; implementing service practices that meet the customers’ and own organisation’s needs

· Time management - Effectively manages one’s time and resources to ensure that work is completed efficiently

· High work standards - Sets high standards of performance for self and others, self- imposing standards of excellence; assuming responsibility and accountability for successfully completing assignments or tasks

· Adaptability - Maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful

· Applied learning - Assimilating and applying new job-related information in a timely manner

· Collaborative - Working cooperatively with others to achieve goals

· Action oriented/proactive - Taking prompt action to accomplish work goals; taking action to achieve results beyond what is required; being proactive

· Resilience - Maintaining stable performance under pressure or opposition (e.g., experiencing time pressure, conflict, or job ambiguity); handling pressure and change in an appropriate manner

· Tech savvy – competent in using online systems, social media and phones

· Experience – some customer service experience necessary, experience with customer case management systems such as Gorgias, working in ecommerce, retail and operations

Life at T2

• Enjoy a 50% discount to spoil yourself, plus endless cups of tea.
• Get recognition and rewards.  T2 celebrates our teams contributions through our Moment Makers program, featuring exciting prizes.
• Volunteer leave day per year with a purpose aligned organisation.
• Workplace policies with impact: Gender equity policy, Equitable remuneration policy and Flexible working arrangement options
• Employee Assistance Program (EAP).
• T2 Culture Club ensures we celebrate every occasion in the calendar – bringing fun and excitement to life at T2.
• Our head office is located in vibrant Collingwood, conveniently close to a range of great cafés and well‑connected public transport options, including both train and tram services. We also offer a hybrid working arrangement.

About the application process

Don’t feel like you meet every single requirement? Still apply! We’d love to receive your application if most of your experience matches and you think you’ll thrive in this role.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

No agencies please – we have this one brewing in-house.

Sounds like your cup of tea? Apply now!