As our Customer Experience Partner, you’ll be the heart and soul of our online community, creating delightful experiences and building strong relationships with cake enthusiasts and customers. Your role will be crucial in fostering engagement, supporting customers through the ordering process, and ensuring that every interaction they have with Nino's Bakery is seamless and joyful.

Key Responsibilities:

Customer Service & Communication:

• Act as the main point of contact for clients across all customer service channels, managing inquiries, orders, and feedback.
• Provide exceptional customer service, ensuring clear and timely communication throughout the ordering process.
• Address questions about products, pricing, and availability with accurate knowledge.
• Resolve customer issues efficiently and maintain high satisfaction.
• Listen actively to customer concerns, offer solutions that exceed expectations, and follow up after orders to gather feedback.
• Review and moderate customer comments online (where applicable).
• De-escalate situations and manage upset clients professionally.
• Proactively identify potential issues and take steps to prevent them.
• Be prepared to handle sensitive or negative situations, such as addressing complaints, managing potential crises, and de-escalating conflicts with professionalism and empathy.
• Maintain a positive and professional demeanor, building trust and rapport with clients.

Customer Experience Management:

• Develop and implement strategies to enhance the overall customer experience across all touchpoints.
• Analyze customer feedback and data to identify areas for improvement and optimize processes.
• Collaborate with other departments to ensure a seamless customer journey.
• Measure and track key customer satisfaction metrics.

Order Management & Support:

• Work closely with internal departments like the kitchen and logistics to fulfill orders accurately.Receive and review customer orders placed through our channels, verify order details, including cake specifications, customization requests, and delivery information, ensuring accuracy and completeness.
• Manage and address any mistakes in orders promptly to ensure customer satisfaction.
• Implement systems to continuously improve customer satisfaction & document customer interactions and order details accurately.

Community Building:

• Foster a sense of community and engagement among customers.
• Create and manage online communities to encourage customer participation and feedback.

Data & Content Management:

• Enter data into various customer service platforms.
• Coordinate with marketing teams to develop engaging content for relevant customer service channels (e.g., FAQs, knowledge base articles).
• Assist in creating website content related to customer service (e.g., return policy, order tracking information) & ensure website communication is clear, concise, and aligned with brand messaging, focusing on customer needs and expectations.

Operational Processes:

• Streamline and optimize customer service workflows and processes.
• Develop and implement standard operating procedures for customer interactions.
• Ensure adherence to company policies and procedures & iIdentify and address operational bottlenecks.

Qualifications:We don’t discriminate, but you need to have the following traits to thrive with Nino’s!Minimum 1 year of experience in customer service or a related field.Strong attention to detail and excellent communication skills (written & verbal).Ability to actively listen to customer concerns and requests.A positive and professional demeanor with a focus on building trust and rapport with clients.Excellent problem-solving skills with the ability to de-escalate challenging situations.Strong computer skills, including proficiency in Microsoft Office Suite & various customer service software and tools..Experience working in a fast-paced environment.Ability to manage multiple tasks and prioritize effectively.Ability to work independently and as part of a team.Empathetic approach to addressing community concerns, resolving conflicts, and handling feedback with a positive attitude.Proactive, self-motivated, and capable of working independently while collaborating effectively with cross-functional teams.Genuine passion for cakes and cake customization, combined with a deep understanding of social media dynamics and community-building techniques.Have experience working with small companies and be comfortable with the challenges that come along with it