CSSR (Customer Service Social Media Representative)

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 Customer Experience Team. You'll respond to customer service tickets via email, chat, and phone, help customers with order-related requests using Shopify connected apps, and provide personalized product recommendations.

Location: Remote (Philippines)

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, including shipping delays, product defects, missing packages, and payment issues.
• Escalate unresolved issues to the appropriate departments and follow up until resolution.
• Work closely with other Customer Service Representatives to resolve customer needs.
• Maintain in-depth knowledge of our product offerings, promotions, and policies.
• Provide personalized product recommendations based on customer needs and preferences.
• In your application, let us know if you have experience in social media community management.
• Please list 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 resolving 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 or connected apps is a plus.
• Empathy, strong communication skills, and a knack for problem-solving.

Full-time, remote (Philippines)