CSR — Customer Service Representative

Job description

About Kitsch

Kitsch is a certified female and minority-owned global beauty brand. Our products are in 32,000+ retailers across 92 countries. We make essentials that make you feel exceptional — and that starts with how we treat our customers.

The Role

We’re looking for a Customer Service Representative to join our growing Customer Support Team. You’ll respond to customer service tickets, help customers with order-related requests using our Shopify connected apps, and share personalized product info tailored to each customer’s beauty needs.

What You’ll Do

- Respond to customer service tickets via email, chat, and phone in a timely and efficient manner.

- Troubleshoot and resolve complex customer issues like shipping delays, product defects, missing packages, and payment problems.

- Escalate unresolved issues to the right department and follow up until they’re resolved.

- Work closely with other Customer Service Representatives to solve customer needs.

- Maintain in-depth knowledge of our product offerings, promotions, and policies.

- Recommend products based on what each customer actually needs.

- In your application, let us know if you have experience in social media community management, and share a list of the customer service and order management software you’ve used professionally.

What You Bring

- 2-3 years of experience in customer service.

- A track record of solving complex customer issues.

- Experience with customer service software and tools.

- A high school diploma or equivalent (a college degree is a plus).

- Background in beauty or retail is a plus.

- Experience with Shopify tools or ecommerce is a plus.

- Empathy, strong communication skills, and a knack for problem-solving.

Full-time, remote (Philippines)