Connected by creativity and driven by purpose. Hourglass Cosmetics is a vegan and cruelty-free beauty brand, redefining luxury cosmetics with high-performance products, innovative formulas, and award-winning franchises. Recognized by Forbes, Fast Company and Time Magazine as one of the most inventive beauty companies, Hourglass leads the industry with its breakthrough products and its commitment to animal welfare. Founded in 2004, Hourglass is globally available in 32 markets and nearly 4,600 doors including Sephora, Ulta, Neiman Marcus, Selfridges, Space NK and more. Hourglass became part of the Unilever Prestige division in 2017. Discover more about the Hourglass brand story and mission on our website hourglasscosmetics.com.
We are seeking a dedicated and enthusiastic Chat Service Associate to join our customer service team. The ideal candidate will be responsible for providing exceptional support to our customers through live chat, ensuring their inquiries are resolved promptly and effectively. The Chat Service Associate will play a vital role in enhancing customer satisfaction and fostering long-term relationships with our clients.
Responsibilities
Respond to customer inquiries via live chat efficiently and professionally.- Provide accurate information regarding products, services, and company policies.
- Troubleshoot customer issues and guide them through solutions in a clear and concise manner.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Keep records of customer interactions and transactions, documenting details of inquiries and resolutions.
- Collaborate with team members and other departments to ensure a seamless customer experience.
- Identify and escalate complex issues to the appropriate department when necessary.
- Stay updated on product knowledge, company policies, and industry trends to provide informed support.
- Strive to meet individual and team performance metrics, including response times and customer satisfaction scores.
- Participate in training and development sessions to enhance skills and knowledge.
Qualifications:
High school diploma or equivalent; additional education or certifications in customer service is a plus.- Previous experience in customer service, preferably in a chat or online support role.
- Strong written communication skills with the ability to convey information clearly and effectively.
- Excellent problem-solving skills and a proactive approach to customer service.
- Ability to work independently and as part of a team in a fast-paced environment.
- Proficient in using chat software, CRM systems, and standard office applications.
- Strong attention to detail and ability to manage multiple conversations simultaneously.
- Flexibility to work various shifts, including evenings and weekends as needed.
The pay range for this role is:
65,000 - 75,000 USD per year(Remote (Bothell, Washington, US))