Customer Service Representative at Onyx Beauty Hub

Role Overview

• As a Customer Service Representative at Onyx Beauty Hub, you will be the first point of contact for customers, ensuring their inquiries, complaints, and feedback are handled professionally and promptly.
• You will play a vital role in delivering an exceptional customer experience that aligns with the luxury standards of the brand.

Key Responsibilities

• Greet and engage customers in a friendly and professional manner across all communication channels (phone, email, social media, and in-person).
• Address customer inquiries about products, services, and policies with comprehensive and accurate information.
• Assist customers in selecting products that meet their needs, providing recommendations when appropriate.
• Manage customer complaints effectively, ensuring timely resolution to maintain customer satisfaction.
• Escalate unresolved issues to the appropriate department or supervisor when necessary.
• Process customer orders, returns, and exchanges accurately and efficiently.
• Track and provide updates on order status, delivery timelines, and stock availability.
• Maintain in-depth knowledge of Onyx Beauty Hub’s product offerings, including raw and Remy hair, wigs, closures, and styling options.
• Educate customers on product care, usage, and unique selling points.
• Record and update customer information accurately in the CRM system (e.g., Odoo).
• Maintain detailed records of customer interactions, complaints, and resolutions.
• Support the sales team by identifying opportunities to upsell or cross-sell products.
• Collaborate with the sales team to meet revenue and customer satisfaction goals.
• Gather customer feedback and share insights with relevant teams to improve products and services.
• Prepare and submit weekly reports on customer interactions and trends.
• Uphold Onyx Beauty Hub’s luxury brand standards in every customer interaction.
• Ensure professionalism and discretion, especially when dealing with VIP clients.

Requirements

• Candidates should possess an HND / BA / BSc with 2 - 4 years experience.