Customer Service Representative

DUTIES AND RESPONSIBILITIESCustomer Communication:

• Respond promptly to customer inquiries via tickets in Gorgias, ensuring friendly, professional, and empathetic communication.
• Address questions related to products, shipping, and delivery, and resolve issues like returns and refunds.
• Handle escalations by crafting thoughtful, de-escalatory responses to maintain customer satisfaction and minimize complaint risks.

Technical Tasks:

• Execute tasks to resolve customer issues using the Shopify backend, Gorgias, and 3PL systems.
• Coordinate with the 3PL team via phone and email to ensure timely resolution of shipping and delivery challenges.
• Contribute to building and maintaining a knowledge base
• Accurately track and follow up on long-term or multi-step ticket resolutions.

Problem Solving:

• Take ownership of customer issues, anticipate potential concerns, and act proactively to address them.
• Balance business needs with customer satisfaction to ensure a positive outcome for both parties.

MINIMUM REQUIREMENTS AND QUALIFICATIONS

• Education: Bachelor’s/College degree
• Experience: At least 1 year of CSR experience
• Preferably in an e-commerce or beauty-related field.
• Language: Excellent communication skills in English

Skills

• Familiarity with e-commerce consumer packaged goods, especially in the beauty or wellness space.
• Strong customer focus and adaptability to diverse personality types.
• Ability to excel in a fast-paced, dynamic environment with minimal supervision.
• Detail-oriented with strong analytical skills.
• Demonstrated commitment to delivering high-quality work on the first attempt.
• Effective time management and ability to meet deadlines under pressure.
• Self-motivated, with examples of taking initiative and achieving positive outcomes.
• Strong multitasking abilities, prioritization, and time management skills.
• Proficiency in Gorgias (or similar customer service platforms). Shopify backend and Password management tools is preferred

PERSONAL ATTRIBUTES:

• Self-motivated with a proactive approach to problem-solving.
• Ability to work independently and collaboratively in a fast-paced environment.
• Interest in and passion for the beauty industry, with professional or personal experience in the beauty product.
• Female candidates preferred.