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Our client, a well known beauty brand, is seeking a LTT Customer Service Representative II for their Berkeley Heights, NJ team. This role is on a hybrid schedule and the role guarantees a 40 hour work week. The assignment will last for at least 1 year with the potential to extend. It will begin ASAP!
Job Description:
- Serve as a Digital Beauty Advisor across all social platforms by reactively engaging with fans and followers in a timely manner (TikTok, Facebook, Instagram, Twitter)
- Support public channels (social, R&R, Q&A) by providing insight, strategy recommendations and engagement as needed
- Attend brand and care trainings, work sessions and meetings to stay up to date with social strategies and best practices
- Able to compose custom responses that clearly address the issue in a way that is understandable by the consumer
- Recognizes and recommends new ways to influence consumers in their purchase decision
- Alert critical customer complaints to internal teams and assist with problem solving
- Provide social content and engagement recommendations based on consumer feedback and trends
- Stay up to date on new social media platforms, tools, and best practices
- Live in the social ecosystem, stay on top of emerging trends in the landscape
Responsiveness:
- Maintain 100% Reply Rate and established Response Time goals across social channels
- Maintain consumer satisfaction and sentiment scores as established by the group
- Monitor personal social KPI’s
- Offers schedule flexibility to support the needs of the business which included weekends
- Meets established quality standards in all contacts across all channels
- Responsible for recognizing opportunities for improvement in our policies or processes and leading the initiative to reduce disruptions in service or detract from customer satisfaction
Qualifications:
- Bachelor’s Degree
- 1-2+ years’ social media engagement experience
- Customer Service experience desired
- Customer obsessed mindset
- Knowledge and experience with major social media platforms required
- Able to work in a fast-paced, dynamic environment, both independently and as part of a cross-functional team
- Must have a sense of urgency with a high degree of flexibility, adaptability, resourcefulness, and responsiveness; willingness to work outside standard hours which includes weekends
- Report back to internal team to funnel insights into product / experience / content creation strategy
- High level of organization, attention to detail and positive attitude
- Interest in beauty, fashion and/or lifestyle brands
- Exceptional writing skills
- Excellent problem-solving ability
- Proficient in Microsoft applications including PowerPoint, Word and Excel
A1419243NY-Temp_1748462909