Job description
Our client is a premium haircare brand rooted in natural healing ingredients and modern styling science. Their line of mineral-infused hair products is designed for salons and stylists who seek beauty, performance, and wellness in one. They are expanding their global presence and are seeking a Customer Service Representative to deliver exceptional service to customers and salon clients across all communication channels.
Location and Time:
Fully Remote (Work from Home), 9 AM - 5 PM EST
Role Overview:
We are looking for a friendly, detail-oriented Customer Service Representative who can respond to client inquiries, follow up on support tickets, and resolve customer issues ranging from shipment problems to product returns. You will serve as the frontline of communication and help maintain the brand’s reputation for care, reliability, and trust.
Key Responsibilities:
Respond to customer inquiries via email, chat, and phone in a timely and professional manner
Handle requests related to returns, exchanges, lost shipments, damaged items, or order issues
Track open tickets and ensure proper resolution with warehouse or logistics teams
Follow up with clients to confirm satisfaction and assist with reordering or upselling
Document all interactions accurately within the CRM or ticketing system
Escalate urgent or unresolved issues to appropriate internal teams
Qualifications:
Excellent verbal and written English communication skills
1–2 years of customer service experience (e-commerce or retail preferred)
Strong problem-solving skills and a calm, empathetic demeanor
Comfortable using CRM or support tools
Highly organized and able to follow through on tasks independently
What Success Looks Like:
Fast, clear, and helpful responses to customer issues
Increased satisfaction scores and repeat purchases
Zero open tickets older than 48 hours
Application Process:
To be considered for this role these steps need to be followed:
Fill in the application form
Record a video showcasing your skill sets
