Customer Service / Customer Experience

Peak Customer Care Executives Needed!

We are looking for motivated individuals who are passionate about high-end skincare to join our team during our busiest but most exciting time of the year.

We are looking for customer service agents for several shifts, both full-time and part-time. ***We do also have a need for evenings and weekends if that is of interest.

This is a great opportunity if you have a passion for customers, want to gain valuable experience or love skincare.

Key responsibilities will include:

1. Provide a revolutionary customer experience to every customer you interact with, adopting a values-based approach to care.
2. Support customers with a concierge-level service via multiple contact channels including email, live chat, social media, telephony and review platforms.
3. Assisting with pre and post purchase queries.
4. Achieve First Contact Resolution for customers by taking ownership of each customer journey, anticipating needs and persevering to resolve cases through personalized solutions.
5. Act as first point of contact for customer complaints, diffusing escalations by breaking down complex issues and by assimilating a wide range of information to fully understand cause, impact and best solution for both the customer and company.
6. Multitasking to prioritize front-line interactions with customers in parallel to completing a range of back-office tasks to ensure a smooth customer journey & satisfactory resolutions, including but not limited to: processing returns, replacements & cancellations.
7. Work effectively with the internal team on resolutions as well as key tasks & projects to ensure credible outcomes for customers.

The successful candidate will..

1. Constantly keep our customers as the number one priority and be flexible in the role.
2. Be a strong communicator who has previous experience in an office based customer service role.
3. Have previous skincare experience (desirable).
4. Be able to work under pressure while maintaining the highest standards.
5. Be a team player with a proactive attitude.
6. Be computer literate.
7. Have experience with Gorgias or similar ticketing systems (advantageous).