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Customer Service Representative

2 months ago

Berkeley Heights, United States iBridge Solutions Full time

Customer Service Representative II

  • Internal Title: Digital Beauty Advisor
  • US Citizen/Green Card
  • W2
  • Pay Rate: $24/hour
  • 99% Remote: Training period is on site in Berkeley Heights, NJ


NOTE: Must be able to start on 8/19- no flexibility


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 PPD 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.