Customer Service Representative

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About Us

KITSCH is proud to be recognized as a self-financed, female-owned global accessory brand built on positivity and pure hard work. Established in 2010, with a business plan no longer than a paragraph, Kitsch has grown from door to door sales to selling products in over 27 countries across 20,000 retail locations worldwide.

KITSCH is committed to creating high quality products that are effortless, elevated and easy to use. From fashionable shower caps to our viral towel scrunchies, we aim to evolve your everyday essentials.

We believe that everyone should feel confident when purchasing our products no matter your hair type, style, or budget.

The Role

KITSCH is seeking an experienced Customer Service Representative to join our growing Customer Support team. The ideal candidate will have a strong background in customer service, specifically in resolving complex customer inquiries and troubleshooting issues. You will be responsible for responding to customer service tickets, providing personalized product recommendations, and helping customers with their unique beauty needs. Candidates should be comfortable and capable in phone-based customer service, as well as other channels such as email and social.

Job responsibilities and Key Result Areas:

• Respond to and resolve tier 2 customer service tickets via email, phone, and chat in a timely and efficient manner.
• Provide personalized product recommendations based on customer needs and preferences.
• Troubleshoot and resolve complex customer issues, including but not limited to 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 provide mentorship and guidance.
• Collaborate with other departments such as Marketing, Sales, and Operations to ensure a seamless customer experience.
• Maintain in-depth knowledge of our product offerings, promotions, and policies.

Core Competencies and Qualifications

• Minimum 2-3 years of customer service experience, preferably in the beauty or retail industry
• Proven track record of resolving complex customer issues
• Strong sense of empathy
• Excellent verbal and written communication skills
• Strong problem-solving abilities
• Familiarity with customer service software and tools (preferably Gorgias and Agorapulse)
• Comfortable and capable in phone-based customer service
• Amenable to work in US Pacific hours
• Ability to work in a fast-paced environment
• You are an Intuitive Problem Solver
• High school diploma or equivalent; Bachelor's degree preferred

WHAT WE BRING TO THE TABLE

• Competitive Pay/Benefits
• A dynamic team
• An open mind for new ideas
• Growth…growth and some more growth!

Our Hiring Practices: KITSCH LLC is an equal opportunity employer. We are committed to work in an environment that supports, inspires, and respects all individuals and recruits on merit-based processes regardless of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship or other protected characteristics.