Customer Service Representative (Customer Happiness Team)

ABOUT US
Fièra Cosmetics is a rapidly expanding wellness and beauty brand dedicated to serving women over 40. We take pride in creating high-quality products that enhance beauty and confidence. With a dynamic company culture, we are on a mission to revolutionize our industry. Our commitment to exceptional customer service and giving back to the community has fuelled our explosive growth, and we have donated over 3 million meals, a number we are immensely proud of and plan to continue growing.

At Fièra, we value our people and offer tremendous opportunities for career advancement and personal growth. As we continue to expand, we are seeking a Customer Service Representative (Customer Happiness Team) to improve and maintain positive consumer relations and brand relations by providing exceptional customer service.

ABOUT THE ROLE
As the Customer Service Representative (Customer Happiness Team) at Fièra Cosmetics, you will serve as a key player in ensuring an outstanding customer experience. Acting as an ambassador for our growing brand, you will be responsible for handling various aspects of the customer journey, including but not limited to cosmetic and skincare inquiries, order processing, order status updates, managing returns and replacements, handling escalations, and delivering a personalized, white-glove experience to every customer.

RESPONSIBILITIES
Ticket Resolution: Consistently respond to and resolve between 350-450 customer service tickets per week, maintaining high customer satisfaction.

Areas of responsibility include:
Active phone calls
Returning calls from voicemails
Emails
Live chat sessions
Social media responses (>>Facebook comments and Messenger, Instagram, Pinterest)
Returns spreadsheet, checking independently and responding to returns same-day wherever possible
New channels, as identified by managers or team leads.

Product Knowledge: Stay up-to-date with Fièra Cosmetics’ product line and promotions to provide accurate and detailed information to customers, ensuring their needs are met and working to convert sales opportunities where they are present as part of customer enquiries or issue resolution.

Reliable Documentation: Accurately document customer interactions using notes in Gorgias and Shopify. Tag all orders created or modified in Shopify with your custom tag (CX-”name”) and the relevant topic tag. Ensure all customer accounts are accurate and up to date.

Feedback Loop: Regularly provide feedback to the management regarding customer concerns, product issues, or any recurring problems to drive continuous improvement. Respond to monthly team pulse surveys.

Team Collaboration: Work collaboratively with other team members to ensure that customers receive comprehensive responses, especially in situations requiring specialized knowledge or further investigation. Attend company meetings and communicate with team leaders.

Professionalism and Empathy: Uphold Fièra Cosmetics’ brand reputation by handling all customer interactions with patience, empathy, and professionalism, ensuring every customer feels valued and heard. Build sustainable relationships and trust with customers through open and interactive communication.

QUALIFICATIONS:
To excel in this role, you should have:

Previous experience in a customer service role (considered an asset).
Exceptional communication skills, both oral and written.
Proficiency in phone, email, and customer support.
Ability to balance multiple tasks within independent, self-starting environments.
Assertiveness with a polite approach to product or service endorsement.
Strong interpersonal, organizational, problem-solving, and time management skills.

What’s in it for you:
Work in a dynamic service environment focused on customer happiness, with tools Clari Copilot to advance your skills.
Opportunities to progress through basic and advanced customer service interactions, develop team leadership skills, and advance to team lead or training delivery positions, based on performance.
10-hour or 8-hour shifts available, based on performance and preference. Shifts are between 8 AM – 8 PM EST.
2 weeks PTO after the first 12 months of employment.

How to Apply:
If you’re a dedicated Customer Service Representative with a knack for fostering positive customer experiences and possessing the skills mentioned above, we welcome you to be part of our expanding team. Kindly submit your resume to highlight your relevant experience and explain why you’re the ideal candidate for this role.

The Interview Process:
Initial Screening: Meet with our HR team for a 15-minute screening to discuss your experience and what you can bring to our team.

First Interview: Meet with our Customer Happiness Team Manager for a 30-minute screening to discuss your experience and what you can bring to our team.
Second Interview: Meet with our Director of Operations for a 15-minute screening to discuss your experience further.