Job Description
We are seeking a Beauty Concierge and Support Specialist who will serve as the voice of our brand across email and social platforms. You will manage incoming support tickets via Zendesk (and potentially) Gorgias, respond to customer inquiries on social media, and ensure every interaction leaves the customer feeling heard, helped, and inspired.
Job Title
-
Customer Support Specialist
Work Schedule
- Day Shift
Job Qualifications/Requirements
- At least 3+ years of experience in customer service.
- Proficient/has a basic knowledge/willing to be trained in utilizing Zendesk and/or Gorgias.
- Excellent written English and attention to detail.
- Passionate about beauty, skincare, or makeup.
- Must be tech-savvy and adaptable.
Job Responsibilities
- Customer Support: Respond to customer inquiries via Zendesk (email) and Meta platforms, with a future transition to Gorgias. Resolve tickets efficiently and empathetically in our brand voice.
- Order & Product Support: Assist customers with order updates, product questions, returns, and shipping information.
- Shopify Expertise: Utilize Shopify platform knowledge to manage customer accounts, process orders, troubleshoot technical issues, and provide accurate information about the online shopping experience.
- Issue Escalation: Escalate complex issues to the eCommerce or supply chain teams as needed.
- Feedback & Insights: Identify and report common issues, bugs, or feedback trends from customers.
- Continuous Learning: Stay up to date on product knowledge, brand voice, and promotions.
- Customer Delight: Support initiatives such as gifting and surprise messages to enhance customer satisfaction.
- Team Collaboration: Participate in daily check-ins and weekly WrkPod performance reviews.
Good luck and God Bless!