Bilingual Customer Service Representative - Beauty and Skin Care (Remote)

The Bilingual (Spanish/English) Customer Care Representative (Brand Ambassador) is a passionate customer care professional responsible for providing an authentic, world-class customer experience for our client’s customers via phone, email, and chat. While representing a growing and leading brand that is committed to providing luxurious high-quality, high-performance products without harmful ingredients, the Brand Ambassador assists customers with all aspects of customer service including order placement, facilitating returns and replacements, product inquiry and recommendations, general customer service assistance, and escalated issues across all product lines—cosmetics, skincare, and bath & body. The Bilingual (Spanish/English) Brand Ambassador utilizes a variety of resources and information to assist customers in a courteous and professional manner that supports and reinforces brand standards, always with a focus on providing best-in-class customer service.

ESSENTIAL RESPONSIBILITIES include the following:

• Convey energy, excitement, authenticity, and a deep appreciation for the mission and values of our client’s brand
• With the utmost professionalism, represent a growing and leading brand that is committed to providing luxurious high-quality, high-performance products without harmful ingredients 
• Utilizes proactive and intuitive techniques to increase customer experience by providing suggestions for products that match customer interests and needs
• Utilize multiple service channels (email, chat, phone, text, etc.) to provide an outstanding customer experience
• Ability to retain and convey thorough knowledge and benefits of the client’s products
• Confident and driven to find solutions to customers issues with the ability to probe for full understanding of customer needs
• Meets or exceeds all program metrics as outlined in training and manuals (e.g. attendance, quality, sales, etc.)
• Thrive in an environment with high performance standards
• Communicate with customers and exhibit genuine empathy
• Embrace the commitment to customer service and nourishes brand loyalty
• Ability to accurately document customer interaction details with limited errors
• Applies high-quality customer service guidelines while servicing customers
• Applies client and VIPdesk Connect policies as applicable whenever interacting with customers
• Other duties as assigned

REQUIREMENTS:

• 3+ years of experience in Retail or Customer Care
• Fluent in both English and Spanish
• HS Diploma or equivalent required. Associates or Bachelor’s degree preferred
• Able to work weekends and holidays
• Able to work at a desk for scheduled shifts
• Experience and proven success in customer service
• Strong sense of urgency, demonstrates ownership, high energy, and team player
• Excellent interpersonal skills; strong oral and written communication skills
• Savviness and experience with technology is essential as multiple systems are in use
• Flexible, adaptable, and willing to take on new challenges
• Have experience with premium beauty brands, preferred
• Detail oriented with a focus on quality and accuracy, ability to multitask, strong sense of urgency and commitment to excellence
• Genuine passion for beauty products including cosmetics and skincare
• Must have a home-office environment, internet connection, webcam, USB headset, and a computer system that meets VIPdesk Connect policies and maintenance requirements, including system upgrades as applicable, which may change over time
• Currently reside in one of the following locations: AZ, CO, FL, GA, IL, IN, MD, NV, NC, NJ, NM, OH, TN, TX, UT, VA, or WI

QUALIFICATIONS:

• Bilingual (Fluency) in Spanish and English
• Previous e-commerce and/or direct selling industry experience preferred
• Experience working with Bright Pattern or Zendesk (or a comparable customer service ticketing system) strongly desired
• Strong analytical and problem-solving skills
• Genuine passion for beauty products including bath and body, skincare, and cosmetics
• Working knowledge of Microsoft Office Suite
• Able to type at least 35 WPM with proper spelling and use of grammar
• Able to use effective and probing questioning and listening techniques to identify customer needs
• Able to learn and work independently and exhibit ownership as well as in a team environment
• Able to successfully pass a credit, criminal, and employment reference security checks

In compliance with Colorado’s Equal Pay for Equal Work Act (EPEWA), we are disclosing the compensation, or a range thereof, for roles that will be, or could be, performed in Colorado.

The compensation range for this position is $16.00 - $18.00 per hour. Actual compensation may vary and will be based on various factors, such as candidate’s qualifications, skills, competencies, and proficiency for the role. VIPdesk Connect offers comprehensive benefits, which may include health insurance, life & AD&D insurance, paid time off, flexible spending accounts, and access to other benefit programs. Eligibility for VIPdesk Connect Benefits is determined under the terms of the applicable VIPdesk Connect Benefits plan at a person’s date of hire.

VIPdesk Connect is proud to be an equal opportunity employer, M/F/D/V.

https://vipdesk.com/