Knack Ventures jobs - Consumer Relations Representative

Job Description

Title: Consumer Relations Representative

Department: Ecommerce

Location: Remote, India

Reporting Relationship: Senior Manager, Digital Consumer Relations (e.l.f.),CEO (Knack)

Through our offshore hiring partner, Knack Ventures, e.l.f. Beauty is looking for an experienced and organized Consumer relations representative to join our team. The role will report to the Senior Manager, Digital Consumer Relations.

As a Consumer relations representative, you will join a team that assists our consumers with questions about their orders and our products across our three brands, via e-mail, live chat, and telephone. Responsibilities will include responding to inquiries quickly and efficiently, escalating issues of concern to management, sharing information with team members including participating in team meetings, coding each case with correct data, and always maintaining a professional and brand appropriate demeanor. A successful candidate should have a minimum of five years of customer service experience, excellent organization and computer skills, as well as the ability to multi-task. Experience in a related field and extensive knowledge of makeup artistry, including shade matching is a requirement. We are also looking for some understanding of e-Commerce user experience and intuitive knowledge of how users interact and shop in a digital environment.

This position is based remotely in India but the candidate must be open to have flexible working hours with the expectation that they will attend some meetings/have communication with teams based in USA Time zones (EST & PST).

Position Summary

The Consumer relations representative will assist our consumers via e-mail, live chat, and telephone across our three brands, with product advice and sales including shade matching, order issues, product questions, and technical issues. They will be responsible for escalating issues of concern to management and working with team members to share information.

Responsibilities

·       Respond to consumer concerns quickly and efficiently

·       Code consumer cases with correct data

·       Maintain professional and brand appropriate demeanor at all times

·       Participate in team meetings to escalate areas of concern to management

Requirements

·       Minimum 5 years prior experience in direct customer service position

·       Excellent computer and organizational skills.

·       An understanding of e-Commerce user experience and intuitive knowledge of how users interact and shop in a digital environment.

·       Knowledge and enthusiasm for cosmetics and skincare products.

·       Ability to shade match

·       Organization skills and the ability to multi-task

·       Resourcefulness

·       Outstanding communication skills

·       Beauty retail sales/make-up artist/influencer experience