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 motivated and friendly Live Customer Support Representative to join our team. In this role, you will be the first point of contact for our customers, providing them with real-time assistance via chat, phone, or email. Your primary responsibility will be to ensure that customers have a positive experience, resolve their inquiries, and contribute to the overall success of our customer service team.
Responsibilities:
- Respond promptly to customer inquiries through live chat, phone, and email.
- Provide accurate information regarding our products, services, and policies.
- Troubleshoot and resolve customer issues in a timely manner.
- Maintain a high level of professionalism and empathy while interacting with customers.
- Document customer interactions and feedback in our CRM system.
- Collaborate with other departments to address customer concerns and improve service delivery.
- Participate in ongoing training to enhance product knowledge and customer service skills.
- Contribute to team performance by meeting or exceeding established KPIs.
Qualifications:
High school diploma or equivalent; associate’s or bachelor’s degree preferred.- Previous experience in customer service or support roles is a plus.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Proficiency in using customer support software and CRM systems.
- Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
- Availability to work flexible hours, including evenings and weekends as needed.
The pay range for this role is:
70,000 - 85,000 USD per year(Remote (Biloxi, Mississippi, US))
