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Client Relations Specialist

2 months ago

Irving, Texas, United States Bespoke Beauty Brands Full time

Position Overview

The Customer Service Coordinator at Bespoke Beauty Brands plays a pivotal role in shaping the customer experience for our esteemed brands. This position is responsible for developing and executing a comprehensive customer care strategy that caters to both consumers and retail partners.

Key Responsibilities

  • Oversees the customer care management framework, ensuring a seamless experience for clients of Bespoke Beauty Brands.
  • Manages the ZenDesk platform to guarantee timely responses to customer inquiries, adhering to a 24-hour service level agreement during business days.
  • Effectively addresses and navigates challenging customer interactions, ensuring respectful and prompt resolutions.
  • Collaborates cross-functionally to gather essential information that enhances customer support effectiveness.
  • Engages customers skillfully to cultivate and enhance brand loyalty.
  • Demonstrates strong writing abilities to create thoughtful and impactful responses, adapting tone as necessary for different topics.
  • Identifies sensitive issues that require escalation, resolving them swiftly in conjunction with team members and leadership.
  • Maintains a structured process for managing customer inquiries, training team members on best practices and continuously improving the approach.
  • Develops and updates a comprehensive response library within ZenDesk to ensure consistency and efficiency in customer interactions.
  • Works closely with the sales team to build and maintain strong relationships with customer accounts, ensuring their needs are met and exceeded.
  • Proactively identifies opportunities for enhancing customer service and team organization while accurately completing daily responsibilities.
  • Trains backup team members to ensure consistent customer care staffing.
  • Gains in-depth knowledge of the company's product offerings, demonstrating growing expertise to support effective customer interactions.
  • Exhibits flexibility in taking on various tasks, contributing as a collaborative team player.

Qualifications and Skills

  • A minimum of five years of experience in customer care leadership with a proven track record.
  • Proficient in computer applications, including MS Office and Google Docs, with the ability to quickly learn new software.
  • Excellent verbal and written communication skills.
  • Strong organizational skills with the ability to prioritize tasks and manage time effectively.
  • Able to work both collaboratively within a team and independently to meet project deadlines.