Topicals

Customer Support

• Respond promptly and professionally to customer inquiries through email, chat, and phone.
• Address and resolve general CX issues, order inquiries, and shipping-related questions while striving for customer satisfaction.
• Handle a high volume of tickets (consistently managing 100+ customer inquiries daily) while meeting established KPIs.
• Document and analyze weekly and monthly records of top customer interactions, product inquiries, complaints, and feedback using CRM systems.
• Partner with product development to provide accurate personalized recommendations and usage instructions.
• Collaborate with social, product development, and digital teams, sharing customer insights to improve products and experience.
• Utilize analytical skills to identify patterns, trends, and recurring customer issues for data-informed decisions.
• Proactively identify and address customer concerns, seeking creative solutions to meet skincare needs and preferences.
• Educate customers on proper skincare product usage and application.

Customer Experience Specialist