Associate, Customer Experience

Associate, Customer Experience
Locations: New York, NY / Seoul, South Korea
 
Overview:
Soko Glam is looking for two Associates of Customer Experience - one position will be located in New York City, while the other will be full time in Seoul, South Korea.

The Customer Experience Associate will help to enhance the overall customer experience by solving customer issues, answering customer questions and providing best-in-class customer service in a timely and professional manner. The main focus of our Customer Experience Associate will be to ensure customer inquiries across all channels are answered in the Soko Glam brand voice and in a timely and professional manner. Additional responsibilities are listed below. 
 
Responsibilities:
  • Ensure customer inquiries across all channels are answered in the Soko Glam brand voice and in accordance with Soko Glam’s Customer Promise
  • Provide customer support by solving customer issues, answering customer questions and provide best-in-class customer service in a timely and professional manner
  • Assist with day-to-day operational procedures related to the customer experience (eg. Returns, exchanges, etc)
  • Reach key KPIs including Customer Satisfaction levels and response times
  • Contribute to strategic business development discussions and decisions based on customer insights and feedback 
  • Assist with One-on-One Skin Consultation program, providing customers with a personalized experience and nurturing customer relationships
  • Identify opportunities to delight and provide additional value to customers 
  • Collaborate with all cross functional teams where necessary to align on brand objectives and execute key initiatives
 
Qualifications:
  • 1+ years experience in customer inquiry representative role
  • Beauty industry experience preferred
  • Excel in fast paced environment with great multi-tasking skills with ability to focus on details and project management
  • High energy and flexible, with ability to work collaboratively and cross-functionally in a constantly evolving entrepreneurial team environment
  • High degree of initiative to drive projects to completion
  • Proven problem-solving skills
  • Strong communication skills with ability to communicate results to team and management
  • Outstanding interpersonal skills; ability to develop and maintain relationships at all levels
  • Excellent written, verbal, and presentation skills
 
Job description is not all inclusive. Soko Glam reserves the right to amend this job description at any time. Soko Glam is an Equal Opportunity Employer, committed to a diverse and inclusive work environment   


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