Customer Support Representative

18 hours ago

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More Staffing LLC

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recruitment • Human Resources • outsourcing • staffing • remote work

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Description

• Job Title: Customer Support Representative • Location: Remote • Work Shift: AU Time Zone • Must be available Monday to Friday, with the possibility of adjusting hours to provide responses in both early morning and afternoon timeframes. • Flexibility to work 1-2 hours on weekends is a plus. • Working Hours: Part-time (20 hours) with the potential to transition to full-time as responsibilities expand. • We are seeking a Customer Support Representative to join a fast-growing press-on nail brand based in Australia. • Manage customer inquiries through email and social media platforms, providing product information, and ensuring a seamless customer experience. • Key Responsibilities: • Respond promptly to customer inquiries via email and social media channels in the brand tone & voice, ensuring a high level of customer satisfaction. • Answer tickets/emails before 8 AM AU time to address any changes in address or cancellations. • Manage social media interactions and engage with the community on platforms such as Facebook, Instagram, and TikTok. • Assist customers with order modifications, address changes, and any product-related queries. • Process customer support tickets and ensure timely follow-up on unresolved issues. • Maintain a strong understanding of our products and services to effectively assist customers. • Collaborate with team members to ensure a cohesive approach to customer service. • Transition customer service processes to a CRM system and assist in training for future hires. • Handle complex complaints and inquiries as they arise, under the supervision of management. • Ability to train new team members as the team expands and transition to more complex responsibilities.

Requirements

• 1-3 years of experience in customer service or related fields. • Excellent written and verbal communication skills in English. • Experience in the beauty industry, particularly press-on nails, is an advantage but not required. • Familiarity with e-commerce platforms, particularly Shopify, is preferred. • Experience with customer support tools (e.g., Gorgias or Richpanel) is a plus. • Proficiency in Microsoft Outlook and other Microsoft Office applications. • Strong leadership skills, with the ability to train and mentor new team members. • Ability to learn the brand and effectively communicate with customers, affiliates, and influencers in the brand’s voice. • Ability to work independently and as part of a team in a remote environment. • Strong organizational skills and attention to detail. • Proactive problem-solving abilities and a positive attitude. • Experience in influencer outreach or relationship management. • Ability to act as a thought partner, providing insights and suggestions for improving customer service strategies.