Job Description

Customer Service Representative

Position: Customer Service Representative

Job Type: Full-Time - 100% Remote

Working hours: US Timezone, PST

About Our Client:

Our client is a mission-driven beauty brand that believes beauty goes beyond skin deep. They specialize in creating high-performance, vegan, and 100% cruelty-free makeup and skincare products. For every product purchased, a portion is donated to support communities in need, aligning with their core commitment to helping others thrive. Their mission is to empower customers not only through exceptional products but also through outstanding, compassionate support.

Position Overview:

Our client is seeking a highly motivated, empathetic, and detail-oriented Customer Service Representative to join their growing Customer Experience team. This role serves as the frontline of support for their community, ensuring that every customer interaction reflects the brand's core values: compassion, empowerment, and excellence.

Key Responsibilities:

• Respond to customer inquiries via email, chat, and social media with warmth, professionalism, and a solutions-oriented approach.
• Troubleshoot and resolve issues related to orders, shipping, billing, product usage, and returns in a timely and efficient manner.
• Use Gorgias and Zendesk to manage tickets, automate responses, escalate cases when needed, and maintain detailed customer records.
• Collaborate cross-functionally with our fulfillment, marketing, and product teams to provide feedback and ensure customer satisfaction.
• Stay up-to-date on product knowledge and company policies to provide accurate information and thoughtful recommendations.
• Identify patterns in customer feedback to suggest improvements to the overall customer experience.

Qualifications:

• 2+ years of customer service experience, preferably in e-commerce or a DTC (direct-to-consumer) environment.
• Proficient in Gorgias and Zendesk; experience using both platforms simultaneously is a strong plus.
• Excellent written and verbal communication skills.
• Highly empathetic, patient, and skilled in de-escalating tense situations.
• Detail-oriented with strong problem-solving skills and the ability to multitask in a fast-paced environment.
• Must be able to work Pacific Standard Time (PST) hours.
• Experience in the beauty or skincare industry is a huge bonus.
• Passionate about beauty, wellness, and making a positive impact.

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