Customer Service Representative II

Internal Title: Digital Beauty Advisor Brand: le Care Duration: one year minimum with opportunity to extend to full 2 year tenure Capacity: Hybrid, training period is on site Job Description: Serve as a Digital Beauty Advisor across all social platforms by reactively engaging with fans and followers on a timely manner (TikTok, Facebook, Instagram, Twitter) Support le Care public channels (social, R&R, Q&A) by providing insight, strategy recommendations and engagement as needed Attend brand and Care trainings, work sessions and meetings to stay up to date with social strategies and best practices Follow Brand and Care provided social FAQ documents for launches and key social moments Able to compose custom responses that clearly address the issue in a way that is understandable by the consumer Recognizes and recommends new ways to influence consumers in their purchase decision Alert critical customer complaints to internal Care and Brand teams and assist with problem solving Provide social content and engagement recommendations based on consumer feedback and trends Stay up to date on new social media platforms, tools and best practices Live in the social ecosystem, stay on top of emerging trends in the landscape Responsiveness: Maintain 100% Reply Rate and established Response Time goals across social channels Maintain consumer satisfaction and sentiment scores as established by the group Monitor personal social KPI's using Sprinklr Offers schedule flexibility to support the needs of the business which included weekends Meets established quality standards in all contacts across all channels Responsible for recognizing opportunities for improvement in our policies or processes and leading the initiative to reduce disruptions in service or detract from customer satisfaction. LE CARE TECHNOLOGY SUITE Documents product issues in a way that the information can be used for product improvement or development Accurately enters required information in the CRM and surveys to ensure data integrity Job Qualifications: Bachelor's Degree 1-2 years' social media engagement experience Customer Service experience desired Customer obsessed mindset Knowledge and experience with major social media platforms required Able to work in a fast-paced, dynamic environment, both independently and as part of a cross-functional team Must have a sense of urgency with a high degree of flexibility, adaptability, resourcefulness, and responsiveness; willingness to work outside standard hours which includes weekends Report back to internal team to funnel insights into product / experience / content creation strategy High level of organization, attention to detail and positive attitude Interest in beauty, fashion and/or lifestyle brands Exceptional writing skills Excellent problem-solving ability Proficient in Microsoft applications including PowerPoint, Word and Excel.

Created: 2025-01-29