Job summary Senior Customer Service Specialist role seeking a seasoned professional to join customer support team with opportunity to grow into Team Lead role. Ideal candidate has 5+ years of customer service experience, preferably in e-commerce, and expertise in managing customer interactions via email and social media platforms. Qualifications - 5+ years of customer service experience, with at least 3 years working for e-commerce brands. - Solid background handling multi-channel support (emails and social media platforms). - Experience assisting or stepping into leadership responsibilities (preferred). Responsibilities - Manage escalated and complex customer inquiries across emails and social media platforms with a focus on resolution, customer satisfaction, and efficiency. - Process backoffice tasks such as refunds, returns, replacements, and order adjustments with high attention to detail. - Support cross-functional collaboration to resolve customer pain points and improve workflows. - Mentor and support junior team members by sharing best practices and providing informal guidance. - Assist in onboarding and training new team members as needed. - Act as the first point of contact for escalations from the team when the supervisor is unavailable. - Identify trends in customer inquiries to recommend process enhancements. - Support the implementation of new tools or workflows that improve team efficiency. - Contribute to updating the knowledge base and internal documentation for streamlined operations - Monitor personal and team KPIs such as response time, resolution rate, and CSAT. - Provide feedback on recurring customer issues and suggest improvements. Skills - Advanced written and verbal communication skills. - Strong problem-solving and conflict resolution abilities. - Background in the beauty industry or makeup application is a huge plus - Proficiency in customer service platforms (e.g., Zendesk, Gorgias, Freshdesk) and social media management tools. - Familiarity with e-commerce platforms like Shopify, Magento, or WooCommerce. Desired requirements - Leadership potential with a proactive and collaborative approach. - Adaptability in a fast-paced, high-volume environment. - Detail-oriented, organized, and able to manage multiple priorities effectively Benefits - Leadership Growth – This role provides a clear path toward a Team Lead position. - Impact – Play a key role in shaping customer service operations. - Flexibility – Remote/hybrid work options. - Culture – Join a customer-obsessed, collaborative, and innovative team. Descripción del trabajo Lorem ipsum dolor sit amet , consectetur adipiscing elit. Nullam tempor vestibulum ex, eget consequat quam pellentesque vel. Etiam congue sed elit nec elementum. Morbi diam metus, rutrum id eleifend ac, porta in lectus. Sed scelerisque a augue et ornare. Donec lacinia nisi nec odio ultricies imperdiet. Morbi a dolor dignissim, tristique enim et, semper lacus. Morbi laoreet sollicitudin justo eget eleifend. Donec felis augue, accumsan in dapibus a, mattis sed ligula. Vestibulum at aliquet erat. Curabitur rhoncus urna vitae quam suscipit , at pulvinar turpis lacinia. Mauris magna sem, dignissim finibus fermentum ac, placerat at ex. Pellentesque aliquet, lorem pulvinar mollis ornare, orci turpis fermentum urna, non ullamcorper ligula enim a ante. Duis dolor est, consectetur ut sapien lacinia, tempor condimentum purus. Obtén acceso completo Accede a todos los puestos de alto nivel y consigue el trabajo de tus sueños. Inscríbete ahora