Ecommerce Customer Service Agent
Beauty by Imagination (BBI) - New York City, NY
Apply NowJob Description
Beauty by Imagination (BBI) seeks a full-time ecommerce Customer Service Agent (CSA) to provide a fulfilling customer experience to direct consumers of its premium haircare products across multiple ecommerce sites. This key role will act as a liaison between BBI's brands and current and potential customers. The CSA will play a strategic role in converting new users into customers, and increasing customer satisfaction, loyalty and retention. The CSA will efficiently and effectively manage customer inquiries and concerns, keeping customer satisfaction at the core of every decision and behavior. The ideal candidate is an excellent communicator and problem solver who is passionate about creating an exceptional customer experience.PRIMARY RESPONSIBILITIESEnsure every customer inquiry from every touch point (phone, email, chat) receives a knowledgeable, friendly, swift and effective responseResolve all customer-related inquiries and issues accurately and efficientlyVia a deep understanding of BBI's mission and product lines, offer personalized recommendations and suggest product substitutions as neededCommunicate potential problems and opportunities, relevant customer feedback, and issue escalation to help the organization continuously improve customer serviceIdentify and report possible website errors and technical problemsManage and respond to product reviews and questions on siteSupport the Customer Service Manager in implementing customer service policies and proceduresAs needed, enter phone orders into the store platform accurately and efficientlySupport the Customer Service Manager as neededREQUIRED SKILLS & EXPERIENCEProven experience providing customer service support in an ecommerce environmentPrevious experience as a live chat agent, preferably for multiple brandsWorking knowledge of customer service software, databases and tools (Zendesk and Zendesk Chat, for example)Familiarity with Microsoft Outlook and NetSuite and/or Shopify a plusCustomer service orientation and positive attitudeProficiency in EnglishOutstanding written and verbal communication skills along with active listeningAbility to multi-task, set priorities and manage time effectively and with little oversightStrong organizational and problem-solving skillsHigh level of accuracy and attention to detailFlexibility and responsiveness to continually changing and sometimes unpredictable contact volume
Created: 2025-01-14