CHAGEE (pronounced CHAH-jee) is a modern tea house with over 6,400 locations globally.
Our teas have a rich cultural heritage stretching across several thousand years. We are one of the earliest regional teahouse chains positioned as the purveyor of modern tea culture. Our mission is to refresh and reintroduce the lifestyle of tea to the world, where guests can connect in a beautiful space and enjoy premium and diverse flavors of tea.
Through our stores across Malaysia, China, Singapore, and Thailand, we serve a staggering 100 million cups of tea monthly. CHAGEE is excited to expand to the US market, and this is your chance to be part of an exhilarating journey as we deliver the taste of authentic tea culture to America.
Overview:
CHAGEE is seeking a Customer Service Specialist to join our North America team and serve as the frontline liaison between our customers and internal teams. This role is critical in ensuring a seamless, responsive, and empathetic experience for every guest. You will be responsible for handling customer complaints and inquiries with care and professionalism, working cross-functionally to resolve issues, and providing insights to improve our service operations. This is an opportunity to shape a customer-first culture as CHAGEE builds its brand presence in the U.S.
What you'll do:
- Receive and manage customer complaints across various channels, ensuring complete and accurate documentation.
- Conduct initial assessments of complaint urgency and nature, triaging cases for appropriate handling.
- Maintain open and empathetic communication with customers to gather detailed context and provide reassurance.
- Investigate root causes of customer issues and coordinate with internal departments to resolve them.
- Monitor and track resolution progress, ensuring timely and satisfactory closure of each case.
- Escalate complex or high-priority issues to management and assist in shaping response strategies.
- Compile regular complaint data reports, perform trend analysis, and suggest service improvement strategies.
- Contribute to maintaining a positive brand image by nurturing customer loyalty and satisfaction through thoughtful engagement.
Experience you need to be successful:
- Bachelor's degree in Business Administration, Communications, Customer Service Management, or a related field preferred.
- 3+ years of experience in customer service, complaint resolution, or client relations roles.
- Strong interpersonal and verbal communication skills, with a calm and empathetic approach to resolving conflict.
- Excellent organizational and documentation skills; comfortable with case tracking tools and CRM systems.
- Proven ability to work collaboratively across departments in a fast-paced environment.
- Experience in the food and beverage retail or hospitality industry is highly desirable.
- Proficient in Microsoft Office or Google Workspace; knowledge of Zendesk, Freshdesk, or similar platforms is a plus.
- Bilingual or multilingual abilities are a plus.
- Flexible and solution-oriented mindset with the ability to remain composed under pressure.
What We Offer:
- Competitive salary
- 401K with company match to secure your future
- Comprehensive medical, dental, and vision insurance with company contribution for individuals and dependents
- On-site fitness center and wellness programs
- Generous paid time off and sick policy
- Income protection including Disability, Life, and AD&D insurance
- EAP Program to support your wellness objectives
CHAGEE is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status, or any other protected characteristic under applicable law.
The expected base salary range for this position is $65,000 - $75,000. Your actual base compensation will be determined on a case-by-case basis and may vary based on considerations including (but not limited to): relevant knowledge and experience for this position, skills, education, certifications and more.
Be part of a mission-driven team that puts people first. Apply now and help shape an exceptional customer experience at CHAGEE.