Fragrance Specialist
2 weeks ago
We're seeking a Fragrance Specialist to join our team at Fragrance World. You'll be the go-to person for answering customer queries, resolving issues, and creating an awesome experience for everyone who reaches out to us.
Key Responsibilities:
- Customer Interaction
- Handle customer chats on social media platforms (Instagram, Facebook, TikTok, etc.) and the website.
- Respond to inquiries about products, orders, and general questions with professionalism and a warm tone.
- Resolve customer complaints and issues promptly, ensuring satisfaction.
- Escalate more complex queries to the appropriate team when necessary.
- Engagement
- Build rapport with customers by personalizing interactions and going the extra mile to make them feel valued.
- Proactively engage with customers to encourage repeat interactions and loyalty.
- Keep the tone friendly, fun, and aligned with our brand's vibe.
- Efficiency and Organization
- Maintain detailed and accurate records of customer interactions using our tools and systems.
- Track recurring issues and communicate insights to the team to improve processes and customer experience.
- Work closely with other teams like social media, marketing, and operations to ensure customer queries are handled seamlessly.
- Share feedback and suggestions from customers to improve products, services, and processes.
Requirements:
- 1-2 years of experience in customer support or a similar role (bonus if it's in beauty, fragrance, or e-commerce).
- Excellent written communication skills with a friendly and engaging tone.
- Proficiency in using chat tools, social media platforms, and customer support software.
- Great organizational skills and attention to detail.
- Empathy and patience to handle a variety of customer personalities.
- Ability to multitask and stay calm under pressure.
- Ability to follow processes set by the team manager.
- Good in Excel.
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