Guest Support Specialist

Are you passionate about Skincare, Haircare, Nailcare or Make up?

This is an exciting opportunity to pioneer as Guest Services Specialist for our Beauty Services and Retail Client.

Guest Support Specialists (Full Time/Permanent) are compassionate problem solvers with a love of beauty and a passion for helping and educating. They provide exceptional support via phone and chat interactions using multiple tools and resources. This vital position requires a detail-orientated advocate who will assist customers in expediting orders and correcting post-sale issues. Specialists communicate with customers primarily via phone and chat, utilizing a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions.

Responsibilities

Take initiative & ownership of all Customer issues and concerns in an interactive and friendly manner

An obligation to deliver exceptional customer service

Proactively look for solutions to customer inquiries and ability to resolve issues

Receive inbound calls, texts, emails and chats, gather and verify required information

Actively listen to the customer, and show empathy and patience

Provide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be taken

Ensure policies and procedures are followed on all calls

Maintain thorough knowledge of systems so that information can be researched and proper information is given to customer

Learn and retain a thorough working knowledge of all existing and new process and procedures

Achieve assigned Key Performance Indicators – e.g. Handle Time, Quality, CSAT & DSAT

Attend Team Meetings/additional training sessions as scheduled

Performs other duties as assigned

CRITICAL SKILLS

A successful CSR will possess the following competences :

Language and Communication Skills

Strong verbal and written communication skills

Ability to speak and write accurately, using proper grammar, spelling and good enunciation.

Ability to communicate inclusively and work with a variety of people from diverse backgrounds

Ability to be personable, conversational and to de-escalate when necessary

Ability to listen attentively and to use information provided by guests to personalize responses and actions to meet their specific needs.

Demonstrate sincere empathy, compassion and a genuine respect for people, their concerns, feelings and well-being.

Customer Interaction Skills

An upbeat personality, patience and a positive attitude.

Ability to establish rapport quickly

Displays helpfulness and willingness to educate.

Match the callers’ pace and tone with the ability to be clear, concise, and sound confident

Ability to set expectations and deliver information in a positive and articulate way.

Ability to organize and follow-up multiple tasks/details with accuracy and timeliness

Ability to de-escalate irate customers effectively

Computer Proficiency /Technical Skills

Ability to operate a phone system

Proven proficiency with data entry, computer applications, Windows environment, and accessing the internet and e-mail

Be proficient in multi-tasking on the computer, phone and concurrent chats to support customer requests.

Ability to type 35 wpm with minimal errors

Familiarity with CRM ticketing systems is desired

Problem-Solving Skills

Solution focused and able to work in the grey for positive outcomes

Probes, investigates and takes appropriate action to meet customer’s needs

Solves routine problems effectively, using available resources to gather all necessary information.

Ability to perform basic mathematical functions

Demonstrates attention to details.

Interpersonal Skills

Ability to professionally interact with employees at all levels of the organization

Treats others with courtesy and respect.

Qualifications

Minimum Job Requirements:

Minimum 3 CXC passes or equivalent qualification is preferred, Or a combination of experience and related skills and the ability to pass internal assessments.

At least six (6) months customer service experience required

Up to 3 years’ customer service experience is preferred (Good to have not required)

Strong knowledge/Love of beauty (Makeup, Haircare, Skincare, Fragrance) desired

Must successfully pass a criminal background check

Must be minimum 18 years of age

Regular