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 customer-oriented LiveHelp Support Agent to join our dynamic support team. The ideal candidate will provide real-time assistance to customers via live chat and other communication channels, ensuring a positive experience and resolving inquiries promptly. This role is crucial in upholding our commitment to customer satisfaction.
Responsibilities:
Respond to customer inquiries and provide solutions in real-time through live chat, email, and other communication channels.- Assist customers with product information, troubleshooting, and order-related issues.
- Maintain a high level of professionalism and empathy while interacting with customers.
- Document customer interactions and feedback in the support system accurately.
- Collaborate with team members and other departments to enhance customer experience and resolve complex issues.
- Stay updated on product knowledge, company policies, and best practices to provide accurate information to customers.
- Participate in ongoing training and development sessions to improve skills and service quality.
- Identify trends in customer inquiries and suggest improvements to enhance service efficiency.
Qualifications:
High school diploma or equivalent; associate or bachelor’s degree preferred.- Previous experience in customer service or support roles, particularly in live chat environments, is a plus.
- Excellent communication skills, both written and verbal, with a strong focus on active listening.
- Ability to handle multiple inquiries simultaneously while maintaining a calm demeanor.
- Strong problem-solving skills and the ability to think critically under pressure.
- Familiarity with customer support tools and live chat software is advantageous.
- Availability to work flexible hours, including evenings and weekends as needed.
The pay range for this role is:
75,000 - 85,000 USD per year(Remote (Bowling Green, Kentucky, US))