Customer Specialist

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Engage with customers to offer and process accurate, valid, and comprehensive information while maintaining the utmost empathy, courtesy, and professionalism.

• Resolve inquiries independently and address account, order, and program-related issues for around 4,000 participating salons and 20 distributors throughout the US and Canada, demonstrating sound, proactive judgment instead of resorting to escalation.

• Provide exceptional, VIP-level support to upscale beauty salons in the program, creating personalized and empathetic written communication for every interaction.

• Track problems effectively and ensure that issues are prioritized, documented, monitored, and resolved appropriately, including those related to orders, accounts, and programs.

• Ensure timely and appropriate escalation of genuinely complex or sensitive issues to meet both internal and external expectations, including troubleshooting and escalating technical difficulties as required.

• Assist with the returns process, including tracking returns and reviewing as well as updating account records accordingly.

• Oversee partner redemption opportunities and reporting, including monitoring status and ensuring timely completion.

• Construct and maintain Excel-based reporting for redemption tracking and program performance, ensuring accuracy for both internal and client-facing purposes.

• Maintain and update program materials, such as order forms and product information, which includes managing product transitions and communicating availability timelines.

• Facilitate the administration of program tracking initiatives, including compiling submissions and coordinating communication with participating partners.

• Serve as a point of expertise on program structure, redemption processes, and partner accounts, supporting teammates and contributing to ongoing process improvement.

• You are expected to deliver outstanding service excellence and optimize customer satisfaction.

• Collaborate with the client team to stay informed on product and service knowledge.

⛳️ Requirements

• A minimum of 3 years of customer service experience (email, phone, or chat support), including managing multiple systems, platforms, and priorities simultaneously, preferably with support for high-touch, VIP, or premium client segments.

• Strong proficiency in cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications, particularly in Excel for building and maintaining reports.

• Exceptional reading comprehension, as well as verbal and written communication skills.

• Effective phone contact handling skills coupled with strong organizational and administrative abilities and keen attention to detail.

• Ability to comprehend and convey complex ideas to customers, both verbally and in writing.

• Familiarity and experience with CRM systems is an advantage (e.g., Salesforce).

• Capability to quickly learn and navigate new technologies, systems, and applications, as this role involves working across various platforms (e.g., order management, CRM, IT ticketing, and event coordination tools).

• Willingness to accept feedback graciously and with an open mind.

• Solid understanding of Customer Experience best practices, demonstrating the ability to independently resolve complex or sensitive inquiries using sound critical thinking with minimal supervision.

• Customer-oriented mindset with the ability to adapt and respond to different personality types.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits package.

• Opportunities for professional development and growth.

• Flexible work environment and work-life balance initiatives.