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DAVIDsTEA is a leading branded retailer and growing wholesaler of specialty loose leaf tea, offering a selection of signature blends, single-origin teas, and tea-related gifts and accessories through our e-commerce platform and 18 Canadian retail stores. Based in Montreal, we focus on innovative flavours, wellness-driven ingredients, and organic tea. We're making tea fashionable and fun, and we pride ourselves on offering both the best possible service to our customers and a positive work environment for our employees!

About the role

we are looking for a Seasonal Virtual Tea Guide to join our Customer Care team!

The Seasonal Virtual Tea Guide works in a team as the initial contact for all customer inquiries, compliments and complaints. They assist our customers through various means of communication such as phones, live chat and email.

In addition, the Seasonal Virtual Tea Guide answers questions about tea, accessories, online orders, shipping inquiries and/or our customer rewards program.

If you enjoy working in a fast evolving and growing environment this may be the perfect position for you!

Sounds like you? Keep reading…

Responsibilities:

• Be the first line of contact and trusted consultant to our customers providing information and solutions via phone, live chat and email;
• Respond efficiently and accurately to customers, offering solutions and ensuring the customer feels supported and valued;
• De-escalate and ability to ask discovery questions, and diffuse tense situations;
• With a "First Call Resolution" mindset & approach, engage in active listening with callers, confirming or clarifying information and diffusing angry customers as needed;
• Utilize software, database, scripts and tools appropriately;
• Understanding and striving to meet or exceed performance metrics which providing consistent excellent customer service;
• Make recommendations on tea & merchandise that may better suit or satisfy the customers needs;
• Use critical thinking to remain solution-focused while recognizing the big picture;
• Escalate complex issues to Team Leads and Manager;
• Finding innovative ways to address "special" requests;
• Keep up to date and well versed on current collections, product and be able to speak to all of our teas;
• Be solution-oriented and identify opportunities to help our customers and grow our business.

So are YOU our next Seasonal Virtual Tea Guide?

Requirements

• 1-3 years of relevant customer service experience;
• Call centre experience preferred;
• A passion for providing exceptional customer service;
• Be customer focused, detail oriented, efficient;
• Excellent verbal and written communication skills;
• Technology & Computer savvy with a strong knowledge of MS Office & various applications and platforms (phone, live chat and email)
• Experience working with Shopify an asset;
• Personal flexibility to work a variety of shifts, Monday to Sunday, between 9am and 7pm Eastern Time.

Sound good? Then join us in our mission of making the world smile— one cup at a time.

DAVIDsTEA is passionate about Diversity and Inclusion and committed to building an inclusive positive work culture that fosters diversity, inclusion, and accessibility.

Please let us know if you require accommodation during the recruitment process.