Note: The job is a remote job and is open to candidates in USA. The Hair Shop is a company focused on providing exceptional customer service, and they are seeking a Customer Service Agent Tier 2. This role involves maintaining customer satisfaction, troubleshooting issues, and overseeing Tier 1 agents while ensuring efficient order processing and communication with cross-functional teams.
Responsibilities
- Perform all duties of a Tier 1 Customer Service Agent
- Maintain a strong understanding of existing workflows and proactively seek efficient solutions
- Ensure that orders, payments, and shipments are processed in a timely manner
- Troubleshoot any technical issues that customers may encounter
- Gather and provide resolutions by educating customers through quality inquiries
- Share customer feedback with management
- Keep departmental logs up to date, including quality care, order management, shipment, and returns
- Review risk alerts to prevent fraudulent activity
- Communicate effectively and professionally with internal and external cross-functional teams
- Oversee and provide guidance to Tier 1 Customer Service Agents
- Perform any other duties assigned by management
Skills
- 4+ years of Call Center or Customer Service experience
- Associate's degree or some college coursework completed
- Experience in the Beauty Industry
- Experience with ZenDesk, Ecommerce, & Fulfillment software
- Self-motivated and proactive
- Solution-oriented
- Ability to stay calm and professional during customer conflicts
- Spanish preferred but not required
- Microsoft Office skills a plus
Company Overview