Customer Experience Representative

ABOUT US:

We are an award-winning beauty brand that’s redefining multifunctional with easy and efficient products that do more than one thing - helping you save time, money, and space. We’re currently hiring for a remote Customer Experience Specialist to provide great service to our e-commerce customers.

WHAT YOU’LL BE DOING:

1. Responding to customers, providing appropriate suggestions and solutions while representing the brand and the brand’s voice.
2. Anticipating customers needs when they reach out for help, being able to understand frustrations and inquiries and respond accordingly with a sense of urgency.
3. Suggest product replacements, having an understanding of shade matching, application, etc.
4. Monitor incoming inquiries across all channels (Gorgia’s, social media, email, etc.) and ensure tickets are being responded to in a timely manner.
5. Manage and monitor the other CX staff to handle refunds, order processing issues, and product replacements in Shopify/Shipstation
6. Investigate high-risk fraud orders
7. Other data entry as needed

WORK SCHEDULE:

1. Monday through Friday, we are based in Los Angeles so our hours are 8 am - 5pm PST.
2. Occasional evening and weekend availability to support quick response times.

WHO YOU ARE:

1. Empathetic, passionate and detail oriented individual who is driven to enhance every customer’s journey.
2. Must have beauty experience to provide suggestions or solutions to incoming inquiries.
3. Minimum 3+ years experience with customer service across email, text, chat, Amazon, social (facebook/Instagram/Tik Tok)
4. Excellent English spelling and grammar
5. Experienced with ticket-based support tools such as Shopify, Gorgia’s and other ecommerce platforms.
6. Experience with G-suite applications (Google Drive, Calendar, Email, Google Docs, Google Sheets, etc) as well as Microsoft Word & Excel