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Overview

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Are you passionate about Skincare, Haircare, Nailcare or Make up

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This is an exciting opportunity to pioneer as Guest Services Specialist for our Beauty Services and Retail Client.

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Guest Support Specialists are compassionate problem solvers with a love of beauty and a passion for helping and educating. They provide exceptional support via phone interactions using multiple tools and resources. This vital position requires a detail-oriented advocate who will assist customers in expediting orders and correcting post-sale issues. Specialists communicate with customers primarily via phone, utilizing a variety of software tools to navigate customer accounts, research and review policies,and communicate effective solutions.

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Responsibilities

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Responsibilities:u2022 Take initiative & ownership of all Customer issues and concerns in an interactive and friendly manner.u2022 An obligation to deliver exceptional customer service.u2022 Proactively look for solutions to customer inquiries and ability to resolve issues.u2022 Receive inbound calls, gather and verify required information.u2022 Actively listen to the customer and show empathy and patience.u2022 Provide information to the customer and place appropriate notes in the system indicating exactly what action was taken or needs to be taken.u2022 Ensure policies and procedures are followed on all calls.u2022 Maintain thorough knowledge of systems so that information can be researched and properinformation is given to the customer.u2022 Learn and retain a thorough working knowledge of all existing and new processes and procedures.u2022 Achieve assigned Key Performance Indicators u2013 e.g., Handle Time, Quality & CSAT.u2022 Attend team meetings/additional training sessions as scheduled.u2022 Performs other duties as assigned.

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Required Skills:A successful CSR will possess the following competencies:Language and Communication Skills

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u2022 Strong verbal and written communication skills.Agent Profile u2013Customer Service Agent u2013 UBu2022 Ability to speak and write accurately, using proper grammar, spelling, and good enunciation.u2022 Ability to communicate inclusively and work with a variety of people from diverse backgrounds.u2022 Ability to be personable, conversational, and to de-escalate when necessary.u2022 Ability to listen attentively and to use information provided by guests to personalize responses and actions to meet their specific needs.u2022 Demonstrate sincere empathy, compassion, and a genuine respect for people, their concerns, feelings, and well-being.

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Customer Interaction Skills u2022 An upbeat personality, patience, and a positive attitude.u2022 Ability to establish rapport quickly.u2022 Displays helpfulness and willingness to educate.u2022 Match the callersu2019 pace and tone with the ability to be clear, concise, and sound confident.u2022 Ability to set expectations and deliver information positively and articulately.u2022 Ability to organize and follow up multiple tasks/details with accuracy and timeliness.u2022 Ability to de-escalate irate customers effectively.Computer Proficiency/Technical Skillsu2022 Ability to operate a phone system.u2022 Proven proficiency with data entry, computer applications, Windows environment, and accessing the internet and e-mail.u2022 Be proficient in multi-tasking on the computer, phone, and concurrent chats to support customer requests.u2022 Ability to type 35 wpm with minimal errors.u2022 Familiarity with CRM ticketing systems is desired.

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Problem-Solving Skills u2022 Solution-focused and able to work in the grey for positive outcomes.u2022 Probes, investigates, and takes appropriate action to meet customersu2019 needs.u2022 Solves routine problems effectively, using available resources to gather all necessary information.u2022 Ability to perform basic mathematical functions.u2022 Demonstrates attention to detail.

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Interpersonal Skillsu2022 Ability to professionally interact with employees at all levels of the organization.u2022 Treats others with courtesy and respect

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Qualifications

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Minimum Job Requirements:

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u2022 High School Diploma or Minimum 3 CXC passes or equivalent qualification is preferred, or a combination of experience and related skills, and the ability to pass internal assessments. u2022 At least six (6) months of customer service experience is required.u2022 Up to 3 yearsu2019 customer service experience is preferred.u2022 Strong knowledge/Love of beauty (Makeup, Haircare, Skincare, Fragrance) desired.

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