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Customer Service Representative

2 months ago

Coral Gables, United States OneSpaWorld Full time

The Company OneSpaWorld is a worldwide provider and innovator in the fields of beauty, wellness, rejuvenation and transformation across the globe on cruise ships and on land. The company is dedicated to maintaining the highest quality standards and service delivery and is continually evolving to include all aspects of health and beauty while focusing on new advances within the spa, salon, fitness and wellness industry. Services include traditional and alternative massage, body and skincare treatment options, Ayurvedic treatments, comprehensive hair and nail services, mindfulness programs, fitness, acupuncture, herbal medicine, pain management, and Medi-Spa. The Position:

Customer Care Representative Location:

Remote from South Florida Purpose To answer all inbound calls for channels including Timetospa Customer Care, Maritime Customer Care, Resort Spa Customer Care and Elemis.com. To place orders, deal with enquiries, complaints, reactions and make effective product and treatment recommendations by phone, live chat and email. Reports to Customer Service Supervisor. Description This full-time position will work to resolve and manage the process of any outstanding guest issues following a visit to one of our spas and to resolve to guest’s satisfaction. The selected candidate will be trained on spa products and will learn about the spa industry. The ideal candidate would have experience in a call center, with prior customer service experience. Must be organized and detail oriented. Main Job Tasks and Responsibilities Maritime & Home Delivery Assist customers post-cruise with product inquiries and instructions on usage. Assist customers post-cruise with service complaint and inquiries. Follow the returns/complaints policy accurately and deal with all cases in a satisfactory manner. Actively record customer notes and complaints on all systems. Assist customers in finding tracking information & follow up directly with warehouse on any shipping/delivery issues. Escalate service issues such as Medi-Spa and Acupuncture to the correct Departments & follow up to ensure customer satisfaction. Properly record and report allergies and reactions using Client Reaction Form. Meet SLA’s. Timetospa.com Assist customers with placing orders, product questions, order questions etc. Engage with customers through live chat to support customer through the checkout funnel. Perform online & offline skin and body care consultations according to customers feedback. Make effective product and treatment recommendations to encourage clients to purchase appropriate products. Upsell and cross-sell to advantage the company and the client. Perform outgoing calls when requested to customers including fraud verifications and outbound sales calls. Stay up-to-date on product information, details of promotions and offers. Meet SLA’s. Resorts Follow our returns/complaints policy accurately and deal with all examples in a satisfactory manner and escalate where necessary. Education and Experience High school diploma or equivalent. Knowledge of customer service principles and practices. Knowledge of relevant computer applications (Outlook, Word, Excel). A strong command of the English language. Knowledge of administration procedures. Beauty training/Experience preferred. Key Competencies Interpersonal skills. Communication skills – written and verbal. Listening skills. Problem analysis and problem solving. Attention to detail and accuracy. Data collection. Customer service orientation. Adaptability. Initiative. Elemis treatment and product knowledge. Knowledge of the Elemis Company philosophy. Retail/Sales experience an advantage. Good administrational skills. General computer literacy and knowledge of office equipment. Good numerical skills.

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