Customer Service Rep for a Skincare Brand (Female)

About Oyo Skincare:
Oyo Skincare is a leading brand dedicated to celebrating natural beauty and empowering women through our range of natural skincare products. Our commitment to body positivity and sustainable beauty has earned us a loyal customer base. We prioritize exceptional customer service, ensuring that every interaction leaves a lasting impression of care and satisfaction.

Position Overview:
We are seeking an experienced and empathetic Female Customer Service Representative to join our team. As the primary point of contact for our customers, you will play a crucial role in ensuring their satisfaction across all communication platforms. Your ability to manage inquiries, complaints, and feedback with professionalism and care is key to maintaining the trust and loyalty of our community.

350$ is the starting salary. We offer bonuses based on performance (first response time).

Key Responsibilities:

- Handle all customer inquiries via email, Instagram DMs, Facebook ad comments, and other platforms, ensuring prompt and thorough responses.
- Product Knowledge: Acquire in-depth knowledge of Oyo Skincare’s product line to provide accurate information and assist customers effectively.
- Complaint Resolution: Identify and assess customer needs to achieve satisfaction, handle complaints, and provide appropriate solutions within time limits.
- Order Management: Coordinate with the 3PL manager to ensure replacement orders for broken or incorrect items are processed and shipped promptly.
- Customer Relationship Management: Build sustainable relationships and trust with customers, ensuring they feel valued and supported.
- Feedback and Reporting: Keep detailed records of customer interactions, feedback, and issues to contribute to product and service improvements.
- Chargeback and Dispute Management: Manage disputes and Shopify chargebacks efficiently, ensuring quick and fair resolution.
- Engagement and Retention: Go the extra mile to engage with customers, collect reviews, and contribute to building a positive brand image.
- Adherence to SOPs: Follow and contribute to the improvement of communicated procedures, guides, and SOPs.

Required Qualifications:

- Experience: Minimum of 2 years of experience in customer service, specifically within the e-commerce sector.
- Gorgias Expertise: Proficiency in using Gorgias is non-negotiable.
- Communication Skills: Exceptional written and spoken English with the ability to communicate clearly and empathetically.
- Customer-Centric: Demonstrated ability to handle customer issues with care and professionalism, ensuring a positive outcome for both the customer and the brand.
- Availabilit*: Must be available to work a minimum of 2 hours per day, with flexibility to adapt to customer needs.
- Problem Solver: Ability to think on your feet and find creative solutions to customer challenges.
- Team Player: Willingness to collaborate with the team and contribute to a supportive and efficient work environment.

What We Offer:

- A supportive and growth-oriented environment where your contributions are valued.
- The opportunity to be part of a dynamic team focused on empowering women through exceptional skincare.
- Flexibility to work remotely with a schedule that suits your lifestyle.

We are looking for an A-player who is committed, resourceful, and eager to grow with us. If you are ready to take on this versatile role and make a meaningful impact, apply now!