Customer Experience Specialist - Part-Time Contract Position

Luxy Hair (Toronto ON, Canada) 10 days ago

Luxy Hair is a global beauty eCommerce business based out of Toronto, Canada. We have 250K+ customers in 165+ countries.

We have built our business organically through social media, including our YouTube channel where we have grown an audience of 3+ million subscribers and 300+ million views. This is still core to our business, however, we are only starting to uncover the tremendous opportunity we have both as a business and a brand.

We believe in Delivering Value, Gratitude, Staying Humble, being Solution Oriented, Transparency, Ownership, Constant Learning/Improvement and being a Linchpin.

We've got a strong community and great products. We consistently have strong revenue, profits and cash flow. The business is growing, and we want to take it to the next level. This is where you come in!

The Opportunity

Luxy Hair is looking for a Customer Experience Specialist (part-time contractor) to support our amazing Customer Service team.

The ideal candidate sees every interaction as a chance to make a difference, a chance to delight, surprise or touch someone. The candidate also has social intuition and you know when it's right to make an exception. This is the opportunity that this position offers.

A high level of empathy, communication and problem solving skills, and strong independent work-ethic are essential to this role. And since we're one of the fastest-growing beauty brands on the internet, your position will be fast-paced and constantly evolving.

In this role you:

  • Will provide amazing customer service and aim to achieve first-time resolution through e-mail, social media, and our live chat feature.
  • Can quickly solve problems on your own for customers any time deliveries, transactions and experiences don't go as intended.
  • Will solve operational problems and work with a high level of autonomy.
  • Are familiar with hair extensions or are ready to learn about the product in and out in order to offer best advice and help customers find the best product for their needs.
  • Will work directly with the Marketing, Operations and Product team to improve the customer experience by providing your insight and knowledge.

Requirements

  • Proven customer service experience
  • Genuine passion to connect and help people
  • Above average written English and excellent ability to communicate
  • Strong self-discipline (as this role will be entirely remote), work-ethic, ownership and personal accountability
  • Must be able to work well under pressure and fast-approaching deadlines
  • Must be ready to work weekdays, weekends and evening shifts (between 9am-9pm EST) and holidays
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