Agent, Customer Experience

3 weeks ago

New York, United States Soko Glam Full time

**Agent, Customer Experience (Full Time)**

* New York, NY - Remote OK

* Full-Time

* Customer Experience

* Agent, Customer Experience (Full Time)

**Agent, Customer Experience (Full Time)**

***Remote Opportunity (occasional office visits may be required)*** **JOB OVERVIEW**

Soko Glam is looking for enthusiastic, thoughtful, and highly motivated problem solvers who are passionate about creating memorable customer experiences and building strong relationships. In this role, you will be the first point of contact for our customers and engage with them on email, social media, and live chat answering questions, solving problems, providing education, and maintaining Soko Glams reputation for high-quality, best-in-class service

This is a great role for anyone interested in gaining experience in skincare, e-commerce start-ups, and/or beauty. The role requires flexible availability, primarily between the hours of 9 am and 9 pm EST. Must be available to work weekdays, weekends, and holidays.

**RESPONSIBILITIES**

Primary responsibilities include owning the bulk of customer inquiries on all platforms, to interact and form relationships with our community.

* Generate interest in new products or services via product and skincare knowledge and education

* Provide information and instructions about relevant products and services and make product and service suggestions to meet each customers specific needs

* Provide best-in-class customer service in all interactions with customers and think innovatively about ways to optimize each customers experience

* Become an expert on the Soko Glam products, policies, and brands

* Field and promptly respond to all customer inquiries submitted via Live Chat, The Klog, email, and other customer support channels

* Partner with Marketing team to perform community management on all social platforms (facebook, instagram, youtube, etc) by responding to direct messages to address customer needs and concerns

* Foster and maintain relationships with customers to improve our retention rate

**QUALIFICATIONS**

* 1+ years of experience in a customer service-related role, preferably within the beauty industry

* Based in New York, NY USA

* Comfortable working across multiple communication channels

* Highly detail oriented with exceptional written and verbal communication skills

* Outstanding interpersonal skills; ability to foster and maintain relationships

* Organizational skills with the ability to manage numerous projects and priorities at once

* Positive and service-oriented attitude

* Ability to thrive in a fast-paced and sometimes high-pressure environment

* Basic computer skills

* Proven problem-solving skills

* Able to work an assigned schedule that falls within our operating hours and a flexibility around weekends and holidays

**COMPENSATION**

$15.00 / hour, commensurate with experience

*We are an Equal Employment Opportunity (EEO) Employer. It has been and will continue to be a fundamental policy of Soko Glam not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, layoff, and termination.*

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