CSSR (Customer Service Social Media Representative)
About Kitsch
Kitsch is a certified female and minority-owned global beauty brand. Our products are in 32,000+ retailers across 92 countries. We make essentials that make you feel exceptional — and that starts with how we treat our customers.
The Role
We're looking for a Customer Service Representative to join our Customer Experience Team. You'll respond to customer service tickets via email, chat, and phone, help customers with order-related requests using Shopify connected apps, and provide personalized product recommendations.
Location: Remote (Philippines)
What You'll Do
- Respond to customer service tickets via email, chat, and phone in a timely and efficient manner.
- Troubleshoot and resolve complex customer issues, including shipping delays, product defects, missing packages, and payment issues.
- Escalate unresolved issues to the appropriate departments and follow up until resolution.
- Work closely with other Customer Service Representatives to resolve customer needs.
- Maintain in-depth knowledge of our product offerings, promotions, and policies.
- Provide personalized product recommendations based on customer needs and preferences.
- In your application, let us know if you have experience in social media community management.
- Please list the customer service and order management software you've used professionally.
What You Bring
- 2-3 years of experience in Customer Service.
- A track record of resolving complex customer issues.
- Experience with customer service software and tools.
- A high school diploma or equivalent (a college degree is a plus).
- Background in beauty or retail is a plus.
- Experience with Shopify or connected apps is a plus.
- Empathy, strong communication skills, and a knack for problem-solving.
Full-time, remote (Philippines)