Customer Experience Representative

COMPANY INFORMATION:
As one of the fastest-growing independent beauty brands, Pixi Beauty has built an incredible worldwide reputation and is quickly becoming one of the most recognized brands in the industry. Due to our continued success, we are expanding and looking for a passionate Customer Experience Representative to join our team.

ROLE:
We are seeking a dynamic, beauty industry obsessed, customer experience representative to support customers by providing helpful information, answering questions, and responding to complaints. You will be the front line of support for clients and customers and will help ensure that customers are satisfied with Pixi and POP products, services, and features. You will also align with our core company values: Innovation, Drive, Authenticity, Responsibility, and Teamwork.

The ideal candidate will be passionate about helping customers in their purchase journey. You would have experience working with world-class brands and providing exceptional customer services.

Strong communicator and capable to think fast on your feet and be proactive about finding ways to support customers. Key for success in this role will be the ability to remain calm when customers are frustrated and have experience working with computers.

RESPONSIBILITIES:
Providing and maintaining exceptional and consistent customer service experience
Retain a high level of knowledge and familiarity with Pixi and POP products, regimens, prices, product specifications, policies, and more to communicate efficiently to customers
Communicating and responding promptly and accurately to customer inquiries through various channels via phone calls, live chat, Social Media, and emails
Acknowledging and resolving customer complaints by providing appropriate solutions and alternatives within times limits and follow up to ensure a positive resolution
Knowing our products inside and out so that you can answer questions
Process orders, modifications, forms, applications, requests, and escalate complaints across several channels
Keeping records of customer interactions, transactions, comments and complaints
Communicating and coordinating with colleagues as necessary
Providing feedback on the efficiency of the customer service process
Ensuring customer satisfaction and provide professional customer support
Build sustainable relationships and trust with customers through open and interactive communication
Achieving and exceeding personal and department targets
Maintaining a positive, empathetic, and professional attitude toward customers
Continually surprise and delight customers with samples, follow-up emails, notes, etc
Embody and articulate Pixi Beautys brand values within all customer interactions
Other responsibilities and duties as may be required

REQUIREMENTS:
High school diploma, general education degree, or equivalent
Excellent written and verbal communication skills
Experience and success working with customer support
Makeup artistry and/or aesthetician certificate required
Ability to stay calm when customers are stressed or upset
Comfortable using computers
Experience with Zendesk, Shopify, Chat, and Phones
Compassionate, positive and energetic personality
Resourceful and intrinsically motivated
Creative thinker, go-to problem solver
Thrive in a fast-paced and changing environment
Flexible and adaptable
Interest in the beauty industry is a plus