Customer Service Subject Matter Expert (SME)

About iRestore Laser
At iRestore, our mission is to restore confidence by providing safe and effective solutions for improving health and beauty.
We are at an inflection point in our growth curve and are searching for a customer success associate to join us on our journey to become a major global beauty brand and hit the $100M mark within the next 3 years.

PLEASE SEND A LINK TO YOUR RESUME

Objective: Dedicated and customer-centric Subject Matter Expert with years of extensive experience in e-commerce customer service. Adept at managing customer inquiries, resolving complex issues, and providing exceptional support across various communication channels, including social media platforms. Possess a strong understanding of e-commerce processes, technology, and customer behavior, with a proven track record of enhancing customer satisfaction and driving business growth.

What you’ll do:
> Provide guidance and support to the Customer Experience Manager to ensure outstanding customer experiences.
> Manage customer inquiries and resolve escalated issues across multiple communication channels, including email, live chat, phone, and social media platforms.
> Act as the primary point of contact for complex customer inquiries received through social media channels, ensuring swift and satisfactory resolutions.
> Collaborate with the marketing team to maintain a consistent brand voice and messaging in all social media interactions with customers.
> Monitor social media platforms for customer feedback, mentions, and comments, proactively addressing concerns and engaging with customers in a positive and helpful manner.
> Develop and implement social media customer service strategies to enhance brand loyalty and improve customer satisfaction.
> Analyze social media support metrics, such as response times and sentiment analysis, to identify trends and areas for improvement.
> Stay updated with e-commerce industry trends and social media advancements, providing insights and recommendations to improve customer service offerings.
> Work closely with the Customer Experience supervisor to identify and resolve customer service-related bottlenecks and improve overall customer experience.
> Collaborate with cross-functional teams to implement process improvements and enhance the efficiency of customer service operations.

Summary of Qualifications:

[X+] years of hands-on experience in e-commerce customer service and support.
> Proficient in managing customer interactions across social media platforms, including Facebook, Instagram, and other relevant channels.
> In-depth knowledge of e-commerce platforms, order fulfillment, shipping, returns, and related processes.
> Skilled in utilizing customer service tools and CRM systems to streamline interactions and track customer inquiries.
> Strong problem-solving and analytical abilities, enabling efficient resolution of customer issues.
> Excellent communication skills, both written and verbal, for clear and effective customer interactions.
> Proven ability to lead and mentor customer service teams to deliver exceptional support.
> Demonstrated track record of achieving high customer satisfaction ratings and meeting service level agreements.

Our Core Values and what we built our culture around:

WE THINK BIG: We have a forward-thinking, growth mindset and always consider the big picture in our decisions

PROACTIVE PROBLEM SOLVER: We use our problem-solving and analytical skills to make data-informed decisions

WE ARE COMFORTABLE BEING UNCOMFORTABLE: We work together to iron out improvements or changes to achieve goals

OPEN & HONEST COMMUNICATION/FEEDBACK: We communicate and share feedback with each other with radical candor and transparency

CONTINUOUS LEARNING & IMPROVEMENT: We are always improving the way we work and challenging each other to bring new ways of thinking to the table

PASSIONATE ABOUT WHAT WE DO: We strive to motivate and empower each other to contribute to a positive team culture