Customer Service Associate

We are seeking a dedicated and personable Customer Service Associate to join our dynamic team. This role involves managing incoming calls and chat inquiries from our customers, ensuring a high level of customer satisfaction and support via email. The ideal candidate will be an excellent communicator with a customer-focused attitude, ready to provide assistance and resolve any issues our customers may encounter.

The ideal candidate possesses excellent written communication skills, a strong sense of empathy, and the ability to troubleshoot and resolve customer inquiries.

Product Knowledge:
Develop a deep understanding of our products, services, and policies to provide accurate information to customers.
Stay updated on product updates and changes to ensure accurate and up-to-date support.

Customer Advocacy:
Advocate for customers’ needs and provide constructive feedback to internal teams to enhance the overall customer experience. Identify recurring issues and work with the team to implement proactive solutions.

Key Responsibilities:
Answering Calls: Manage inbound customer calls with professionalism, providing accurate and timely responses to inquiries about our products and services.
Live Chat Support: Handle customer inquiries through our live chat platform, offering real-time support and solutions to ensure a seamless customer experience.
Customer Assistance: Provide detailed information about our products, including the iRESTORE Elite, and assist customers with their purchasing decisions.
Issue Resolution: Address and resolve customer complaints and issues efficiently, escalating complex cases to the appropriate department or personnel when necessary.
Product Knowledge: Maintain a thorough understanding of our product range, staying updated on new features and benefits to provide informed support.
Data Entry: Accurately log all customer interactions and updates in our CRM system, ensuring complete and precise records for future reference.
Feedback Collection: Gather customer feedback and relay it to the appropriate teams to help improve our products and services.
Team Collaboration: Work closely with other customer service associates and departments to ensure a cohesive and supportive work environment.
Performance Metrics: Meet or exceed established performance metrics and KPIs, contributing to the overall success of the customer service department.
Respond to customer inquiries, concerns, and requests via email promptly and professionally. Craft clear, concise, and accurate responses that address customer needs while adhering to company guidelines.
Investigate and troubleshoot customer issues, providing accurate and effective solutions.
Collaborate with other teams, if necessary, to ensure comprehensive problem resolution.

Qualifications:
Demonstrated experience in handling phone, email, live chat, and escalated support queries.
Fluency in English: Excellent command of both spoken and written English, with prior experience working with US-based companies.
Customer Focus: A strong desire to assist customers and support team members.
Knowledge Sharing: Ability to manage and impart knowledge effectively to others.
KPI Achievement: Proven experience in meeting sales, retention, and customer service key performance indicators (KPIs).
E-commerce Experience: Familiarity with Amazon Seller Central and other e-commerce platforms such as Shopify is a big plus.
Self-Starter Mentality: Energy, drive, and determination to achieve project goals through multitasking, prioritization, and milestone setting.
Effective Communication: Skill in communicating clearly and effectively with the executive team.
Hands-On Approach: Willingness to be deeply involved in tasks within a small company where every contribution is significant.
Passion for Mission: Enthusiasm for iRESTORE’s mission to develop and market health and beauty brands that positively impact people’s lives.
A can-do attitude.
These requirements ensure that the candidate is well-equipped to excel in this role, contributing effectively to our customer service and overall business objectives.

Why Join iRESTORE Laser:
Be part of a passionate and innovative team dedicated to making a difference in people’s lives.
Opportunities for professional growth and development.
Competitive salary and benefits package.
Collaborative and supportive work environment.
Join the iRESTORE Laser team and play a key role in ensuring the highest standards of customer service and satisfaction. We look forward to welcoming you to our dedicated and passionate team.