Customer Service Representative

As a Customer Service Representative in the cosmetics industry, you will serve as the primary point of contact for customers, delivering exceptional service that reflects the brand’s commitment to beauty, inclusivity, and excellence. This role is critical in shaping customer perceptions, fostering loyalty, and driving satisfaction across all touchpoints—whether through phone, email, live chat, or social media. You will manage inquiries related to product usage, order status, returns, and complaints, while providing personalized recommendations that align with individual skincare and beauty needs.

Your ability to empathize, communicate clearly, and act decisively ensures a seamless customer experience, directly contributing to brand reputation and long‑term growth. This position thrives on attention to detail, product knowledge, and a passion for cosmetics and customer satisfaction.

• Respond promptly and professionally to customer inquiries via phone, email, live chat, and social media platforms.
• Provide accurate and personalized product recommendations based on customer needs, skin types, and preferences.
• Process orders, track shipments, and resolve delivery issues with efficiency and care.
• Manage returns, exchanges, and refunds in accordance with company policy and customer satisfaction goals.
• Troubleshoot product‑related concerns, including adverse reactions or usage issues, and escalation when necessary.
• Maintain detailed and accurate records of all customer interactions in the CRM system.
• Collaborate with marketing and product teams to share customer feedback and trends.
• Stay up to date with new product launches, ingredient innovations, and industry trends.
• Uphold brand values by delivering consistent, empathetic, and solution‑oriented service.
• Contribute to continuous improvement of customer service processes and training materials.

• High school diploma or equivalent; associate’s or bachelor’s degree in Business, Marketing, or a related field is a plus.
• 1+ years of experience in customer service, preferably in retail, e-commerce, or beauty/consumer goods.
• Strong knowledge of cosmetics, skincare, and beauty products, including ingredients and application techniques.
• Excellent verbal and written communication skills with a professional, empathetic tone.
• Proficiency in CRM software, Microsoft Office, and customer service platforms (e.g., Zendesk, Salesforce).
• Ability to multitask, manage high‑volume inquiries, and maintain composure under pressure.
• Detail‑oriented with strong problem‑solving and conflict‑resolution skills.
• Flexible availability, including evenings and weekends, to support global customers.
• Passion for beauty, wellness, and enhancing customer experiences.

We offer a competitive salary and benefits package, including health insurance and retirement plans. You will have opportunities for professional growth and development within a supportive company culture. Remote work options are available, along with access to learning resources to enhance your skills.