Remote Scouter

Job Title: Customer Support Representative

Location: Remote

Work Shift: AU Time Zone
Must be available Monday to Friday, with the possibility of adjusting hours to provide responses in both early morning and afternoon timeframes.
Flexibility to work 1-2 hours on weekends is a plus.
Working Hours:  Part-time (20 hours) with the potential to transition to full-time as responsibilities expand. 

Job Description:

We are seeking a Customer Support Representative to join a fast-growing press-on nail brand based in Australia. In this role, you will be responsible for managing customer inquiries through email and social media platforms, providing product information, and ensuring a seamless customer experience. 

Key Responsibilities:

• Respond promptly to customer inquiries via email and social media channels in the brand tone & voice, ensuring a high level of customer satisfaction.
• Answer tickets/emails before 8 AM AU time (prior to shipment) to address any changes in address or cancellations.
• Manage social media interactions and engage with the community on platforms such as Facebook, Instagram, and TikTok (like, comment, etc.).
• Assist customers with order modifications, address changes, and any product-related queries.
• Process customer support tickets and ensure timely follow-up on unresolved issues.
• Maintain a strong understanding of our products and services to effectively assist customers.
• Collaborate with team members to ensure a cohesive approach to customer service.
• Transition customer service processes to a CRM system (e.g., Gorgias) and assist in training for future hires.
• Handle complex complaints and inquiries as they arise, under the supervision of management.
• Ability to train new team members as the team expands and transition to more complex responsibilities.

• 1-3 years of experience in customer service or related fields.
• Excellent written and verbal communication skills in English.
• Experience in the beauty industry, particularly press-on nails, is an advantage but not required.
• Familiarity with e-commerce platforms, particularly Shopify, is preferred.
• Experience with customer support tools (e.g., Gorgias or Richpanel) is a plus.
• Proficiency in Microsoft Outlook and other Microsoft Office applications.
• Strong leadership skills, with the ability to train and mentor new team members.
• Ability to learn the brand and effectively communicate with customers, affiliates, and influencers in the brand’s voice.
• Ability to work independently and as part of a team in a remote environment.
• Strong organizational skills and attention to detail.
• Proactive problem-solving abilities and a positive attitude.
• Experience in influencer outreach or relationship management.
• Ability to act as a thought partner, providing insights and suggestions for improving customer service strategies.