Location: Berkeley Heights, New Jersey
Job Type: Contract
Compensation Range: $20 - 24 per hour
We are seeking a dynamic and experienced Customer Service Representative II for our client, the world's leading beauty company!
In this role, you'll serve as a vital link between our client's brand and their valued customers across various social media platforms, including TikTok, Facebook, Instagram, and Twitter. The ideal candidate is passionate about beauty, social media, and customer satisfaction.
Responsibilities:
- Reactively engaging with fans and followers on social platforms such as TikTok, Facebook, Instagram, and Twitter.
- Providing insight, strategy recommendations, and engagement on public channels (social, R&R, Q&A).
- Staying up to date with social strategies and best practices through brand and Care trainings, work sessions, and meetings.
- Composing custom responses to address consumer issues effectively and clearly.
- Recognizing and recommending new ways to influence consumers in their purchase decisions.
- Alerting critical customer complaints to internal Care and Brand teams and assisting with problem-solving.
- Providing social content and engagement recommendations based on consumer feedback and trends.
- Documenting product issues for product improvement or development.
- Accurately entering required information in CRM and surveys to ensure data integrity.
- Maintaining a 100% Reply Rate and established Response Time goals across social channels.
- Monitoring personal social KPIs using Sprinklr.
- Offering schedule flexibility to support business needs, including weekends.
- Meeting established quality standards in all contacts across all channels.
- Recognizing opportunities for improvement and leading initiatives to enhance customer satisfaction.
Qualifications:
- Experience level: Experienced
- Bachelor's Degree
- 1-2 years' social media engagement experience
- Customer service experience desired
- Customer-obsessed mindset with a passion for beauty, fashion, and lifestyle brands
- Knowledge and experience with major social media platforms
- Ability to thrive in a fast-paced, dynamic environment, both independently and as part of a cross-functional team
- Sense of urgency with flexibility, adaptability, resourcefulness, and responsiveness
- Exceptional writing skills with attention to detail
- Strong problem-solving ability and positive attitude
- Proficiency in Microsoft applications including PowerPoint, Word, and Excel
JOBID: 1049093
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Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Cella, a randstad digital company, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected].
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Cella by randstad digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
Applications accepted on ongoing basis until filled.
