Connected by creativity and driven by purpose. Hourglass Cosmetics is a vegan and cruelty-free beauty brand, redefining luxury cosmetics with high-performance products, innovative formulas, and award-winning franchises. Recognized by Forbes, Fast Company and Time Magazine as one of the most inventive beauty companies, Hourglass leads the industry with its breakthrough products and its commitment to animal welfare. Founded in 2004, Hourglass is globally available in 32 markets and nearly 4,600 doors including Sephora, Ulta, Neiman Marcus, Selfridges, Space NK and more. Hourglass became part of the Unilever Prestige division in 2017. Discover more about the Hourglass brand story and mission on our website hourglasscosmetics.com.

We are seeking a highly motivated and customer-oriented Digital Live Chat Agent to join our team. The ideal candidate will be responsible for providing exceptional customer service through live chat, assisting customers with inquiries, resolving issues, and ensuring a seamless online experience. This role requires excellent communication skills, a positive attitude, and the ability to work in a fast-paced digital environment.

Responsibilities:

Respond to customer inquiries via live chat in a timely and professional manner.
Provide accurate information regarding products, services, and policies.
Assist customers in troubleshooting issues and resolving complaints effectively.
Maintain a high level of customer satisfaction by understanding and addressing customer needs.
Document customer interactions and feedback in our CRM system.
Collaborate with other departments to ensure customer issues are resolved efficiently.
Stay updated on product knowledge, company policies, and industry trends.
Contribute to continuous improvement initiatives to enhance the live chat experience.

Qualifications:

High school diploma or equivalent; further education or relevant certifications are a plus.
Proven experience in customer service, preferably in a live chat or online support role.
Excellent written communication skills with a strong command of grammar and punctuation.
Ability to multitask and manage multiple chat conversations simultaneously.
Strong problem-solving skills and a customer-centric approach.
Familiarity with CRM software and live chat tools is preferred.
Availability to work flexible hours, including evenings and weekends as needed.

The pay range for this role is:
75,000 - 85,000 USD per year(Remote (Boston, Massachusetts, US))

Hourglass Cosmetics

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Digital Live Chat Agent