Customer Support Agent (Voice)

This is a remote position.

• Resolve customer queries via phone, email, and live chat while applying critical thinking to handle specific issues with confidence and going the extra mile to deliver exceptional customer service
• Match and reschedule bookings and promptly respond to general enquiries
• Liaise with our network of beauty professionals to arrange and oversee customer bookings, including bespoke and group booking requests
• Deal with PR & marketing requests for our celebrity/influencer and VIP clients
• Follow standard procedures of escalation for unresolved issues and formal complaints
• Be the voice for our customers by passing their feedback onto the relevant team around products, treatments, and overall booking experience
• Assist with ad-hoc tasks and administrative duties, including updating logs with relevant information
• Be proactive in learning about treatments and products to help our customers better

Requirements

• Experience in a Customer Success, Support and/or Sales role
• Friendly, engaging and clear communication, both written and spoken
• Passionate about building client relationships and acquiring "customers for life"
• Solution-driven mindset and being proactive in resolving all customer enquiries to improve their experience
• Ability to prioritize tasks and queries, depending on level of urgency
• A team player, with great work ethic and exceptional time management skills
• Flexible to work evenings, weekends & overtimes
• Experience in using Zendesk, Excel & Notion
• Passion for all things beauty would be helpful, but not compulsory

Benefits

• Permanent work from home
• Immediate hiring
• Steady freelance job