Job Summary: We are seeking a dedicated and personable Customer Service Representative to join our team. The ideal candidate will be responsible for providing outstanding customer support, addressing inquiries, resolving issues, and ensuring a positive customer experience. This role requires excellent communication skills, a customer-centric mindset, and the ability to handle multiple tasks efficiently.
Key Responsibilities:
Customer Support:
- Respond promptly and professionally to customer inquiries via phone, email, live chat, and social media.
- Provide detailed information about our products, order statuses, and company policies.
Issue Resolution:
- Address and resolve customer complaints and issues in a timely and effective manner.
- Escalate complex issues to the appropriate department or manager when necessary.
Order Management:
- Assist customers with order placement, changes, cancellations, and tracking.
- Coordinate with the warehouse and shipping teams to ensure timely and accurate order fulfillment.
Product Knowledge:
- Develop and maintain a thorough understanding of our fragrance products and offerings.
- Provide personalized recommendations based on customer preferences and needs.
Customer Feedback:
- Collect and relay customer feedback to relevant departments for continuous improvement.
- Identify common customer issues and suggest improvements to processes and policies.
Record Keeping:
- Maintain accurate records of customer interactions, transactions, and feedback.
- Use CRM software to log and track customer inquiries and resolutions.
Team Collaboration:
- Work closely with other team members to ensure consistent and high-quality customer service.
- Participate in training sessions and team meetings to stay updated on product information and company policies.
Customer Engagement:
- Assist in creating and implementing customer engagement strategies to enhance customer loyalty.
- Support marketing initiatives by providing insights into customer preferences and trends.
Qualifications:
- High school diploma or equivalent; Bachelors degree preferred.
- 1-3 years of experience in a customer service role, preferably in a D2C or retail environment.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and a proactive approach to customer service.
- Ability to multitask and manage time effectively in a fast-paced environment.
