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(No Experience Needed!) Get Paid $4,733.33 - $7,083.33 per Month to Process Orders from Home!





CUSTOMER RELATIONS SPECIALIST, PRODUCT (DRUNK ELEPHANT) LOCATION: Remote

BRAND: Drunk Elephant

DATE: 02/15/2023


JOB SUMMARY: The Drunk Elephant Customer Relations Specialist, Product supports customers across the brand by providing information, answering questions, and responding to concerns. The CR team is the front line of support for customers and interested parties, and ensures that customers are satisfied with our products, ordering process, and other needs related to the brand.

The CR Specialist provides first class service via email, web messaging, live chat, and phone within the Salesforce Service Cloud ticketing system. Daily interactions include assistance with routine suggestions, product recommendations, and skin care concerns by incorporating the Drunk Elephant philosophy and exemplifying company core values throughout all contact. Additional proficiency in assisting customers with the online ordering process, shipping/delivery concerns, other corporate communications is required.

As a Specialist, additional responsibility coordinating with transversal teams and business partners is expected. This role includes several unique responsibilities, including leading our internal relationship with our Social Media team. It will also require a heavy presence on our live Talk channel. Strong communication skills are essential. This role reports to the Associate Manager, Customer Relations, Product.

PRIMARY DUTIES & RESPONSIBILITIES:

  • Promptly respond to customer inquiries via email, messaging, chat, and phone

  • Maintain detailed records of customer interactions and internal information related to each ticket

  • Contribute to internal & external FAQ Guides for product innovation

  • Contribute to International One-Sheet and internal resources for global markets

  • Assist in creating and maintaining content resources including Quick Text, Macros, and Knowledge Base

  • Contribute to insights and post-mortem feedback for product launches and product marketing campaigns

  • Provide daily support of order processing tasks within SFSC and Sterling Call Center

  • Respond to customer feedback via BazaarVoice, Netpromoter, and other customer feedback applications

  • Maintain a conducive, remote work environment with dependable Internet connectivity

QUALIFICATIONS & COMPETENCIES:

  • Demonstrated productivity and proficiency using customer support technologies

  • Ability to adhere to strict business hours in a live-support role

  • Maintaining a positive, empathetic, and professional disposition towards customers during all points of engagement.

  • In-depth knowledge of Drunk Elephant philosophy, products, and policies.

  • Esthetics training or willingness to complete program a plus

  • Ability to trouble-shoot and resolve conflict.

  • Proficiency in SFSC, Sterling Call Center, and other customer service tools

  • Ability to think and act independently to achieve the best possible outcome for the customer in keeping with sound business decision-making

Shiseido is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender identity, religion, sex, age, national origin, disability, veteran status, sexual orientation, genetic information or any other classification protected by Federal, State or Local law SALARY :$56,800 - $85,200/ year JOB ID:11412

CATEGORY:Corporate



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