Customer Service Representative

Full time at Paula's Choice Singapore SEA - Unilever Prestige in Online

Posted on April 26, 2024

Job details

E-mel

HR Director Southeast Asia at Paula's Choice Singapore SEA II Unilever Prestige

Who We Are: Founded in 1995 by Paula Begoun, Paula’s Choice Skincare believes that Beauty Begins with Truth. A multinational brand that is now 28 years strong, our vision is to empower consumers with in-depth knowledge and enable people around the world to make the best choices for their skin. We question ingredients, follow the facts and are committed to customer advocacy and education. The Opportunity: Paula’s Choice SG SEA Pte Ltd is seeking to hire a proactive Client Services Specialist for Paula’s Choice Malaysia with strong interpersonal skills and a passion for beauty and skincare. A quick thinker, s/he will strive to troubleshoot, understand and resolve customer pain points to deliver a world-class, personalized customer experience. The role requires a thoughtful and innovative individual who is self-motivated in forging a strong brand connection with our customers. With a focus on evolving Paula’s Choice to be best-in-class, s/he will use the best e-commerce technologies available to maintain awareness of customer concerns and provide these insights to our marketing and operations teams. Working hours: Fridays to Tuesdays, 9.30am to 6.30pm. Weds 9.30am to 1.30pm Key responsibilities include:

Ensure that customer enquiries are addressed and resolved quickly across all customer touchpoints (marketplaces, livechat, email).
Provide customers with information regarding products and ensure the personalization of skincare recommendations based on customers’ unique concerns
Ensure that all interactions reflect our brand’s vision and tone of voice, with a focus on skincare education and customer experience.
Collate issues within the customer journey, and provide order assistance.
Work with the operations team to ensure that all orders meet customer satisfaction metrics (NPS).
Regularly provide customer insights to the marketing team to ensure continuous process improvement and campaign success.
Attend monthly meetings with HQ to stay updated on new product launches, ingredient research, and providing customer insights from the market.
Improve FAQ tools on customer interaction platforms.
Ensure that FAQs and store information is up-to-date.
Provide customers with account assistance and rewards management.
Highlight gaps in displayed information regarding products to relevant teams.

Content & Social Media

Ensure that customer enquiries are addressed and resolved quickly on social media channels (Tiktok shop, Instagram, Facebook)
Assist the marketing team on any translation of content to Bahasa Melayu
Assist the marketing team in the posting of social media content

Administration & Reporting

Monitor and manage order assistance and customer satisfaction rates.
Tracking of orders and shipments, daily & monthly sales.
Stay updated in system automation processes related to customer assistance.
Monthly reporting on customer refunds, exchanges, and product issues.

You possess: · A High proficiency in English and Behasa Melayu, both written and spoken. · Min. 1-2 years of prior working experience with a beauty/skincare brand, in a consumer-facing role. · Some prior knowledge of Paula’s Choice and our products is preferred. · A strong passion for beauty and skincare (a must). · Some prior experience with marketplace storefronts (e.g. Shopee) is preferred. · Strong communication skills, collaborating with cross-functional partners and key stakeholders to prioritize high impact activities. · Foundational knowledge in messenger and/or chatbots, with the ability to handle basic response and chat funnels (preferred but not a must). · Strong project management skills, able to prioritize and quickly resolve multiple enquiries across different platforms. You are:

A quick problem solver, able to think out-of-the-box to find great solutions.
Passionate about beauty/skincare, and are excited about working with the brand.
Extremely patient and able to empathise with customers, quickly defusing complex situations.
Meticulous, and demonstrate high attention to detail.
Able to work independently without supervision and proactively within a team.
Able to work remotely if required.
Highly motivated, able to work in a fast-paced environment quickly to resolve customer pain points.
Digitally savvy and eager to learn, constantly trying out new features /platforms/functions.
A Collaborator who values integrity, innovation, respect and excellence.
Strategic yet hands on; someone who strives to ensure that their vision is well executed in reality.
Curious and open to the ideas of others, able to take calculated risks.
Positive and exhibit a willingness to learn and improve processes.
Resilient and solutions-oriented; you never give up.

Only locals based in Malaysia should apply. Our culture is the result of our behaviours, our personal commitments, our willingness to collaborate, listen and learn. If you recognize yourself in our values, you will feel at home at Paula’s Choice: Each of us is powerful on our own, but together we are unstoppable. We Put Our Customers First: We take the time to understand what our customers, both internal and external, truly need. We keep the customer at the centre of everything we do. We are devoted to creating powerful, personal relationships with our customers. We Are a Culture of Feedback: We are brave leaders who engage each other honestly to ignite our collective talent, inspire ideas, fuel our passion and play to our strengths. We Stand for Inclusivity & Anti-Racism: We are committed to creating a workplace that is inclusive of all – where everyone feels empowered to bring their full, authentic selves to work; where embracing cultural differences, accepting others without bias, and antiracism are a reflex, not an initiative. We Thrive on Change: We stay agile within a changing organization. We try new things and understand that failures are valuable learning experiences. We experiment, learn and are open to change. We Reach Success Together: When we work together – across cultures, countries and departments – we reach the best solutions. We are always open to other perspectives and fresh ideas, recognise that the best solutions come from diversity of thought and that, when we win, we do so as a team. We act responsibly in our impact on the planet: We view sustainability – a net-zero neutral impact on the environment – as an ongoing commitment and a responsibility. Whether it is product development, packaging, logistics or even our physical office space; we apply an impact-based approach to everything that we do. We develop and act on new practices to ensure that our entire organisation is striving to reduce our environmental impact. Do you recognise yourself in the description above and do you enjoy working in a dynamic and informal work environment? Then we’d love to get to know you and hopefully welcome you to join our enthusiastic team soon (yes we move fast, also in our recruitment!). We look forward to receiving your Curriculum Vitae. Only shortlisted candidates will be contacted.

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