Customer Engagement Specialist (remote)

COMPANY DESCRIPTION:

Blue Acorn iCi, an Infosys company, is a digital consultancy focused on delivering innovative solutions across customer experience, commerce, and data. Our team of over 400 experts enable clients to navigate large-scale, digital transformation programs.

Whether it’s a digitally savvy consumer brand or a legacy manufacturer, Blue Acorn iCi empowers businesses with digital scalability to deliver unprecedented levels of performance and customer experience. With services that include strategy, analytics, design, and engineering, we elevate global brands across industries such as media, consumer goods & retail, financial services, manufacturing, technology and more.

Join our innovative and collaborative team as we deliver extraordinary digital experiences for some of the world’s largest brands!

Position Summary:

Blue Acorn iCi’s Customer Engagement team is looking to hire an experienced Remote Customer Engagement Specialist. The representative must have the ability to work fully remote, i.e. access to reliable wifi connection and a quiet workspace during their shift. This individual will be responsible for answering calls, emails and chats. You may provide product information, and help the customer by being informative, empathetic, and eager to quickly solve a customer's request. Must be willing to listen, learn, and resolve any customer inquiry. The ideal candidate will demonstrate a passion for the beauty industry and sharing their knowledge with others.

One weekend day is a requirement for this position

We have the following shifts available (all listed in Eastern Standard Time Zone):

Tuesday - Friday 9:30am - 6pm or 12:30 - 9pm

Sunday 9am - 5:30pm or 12:30 - 9pm

No work on Saturdays and Mondays

Essential Job Duties and Responsibilities

• Strong ability to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
• Answer and manage incoming calls, emails, chats
• Maintain appropriate productivity and performance while abiding by company guidelines and KPI’s
• Ability to memorize, recall, or research answers self sufficiently
• Excellent customer care and focus; ability to assess customers' needs and provide the correct answer, path, troubleshooting, or method for a positive customer experience
• Ability to learn and follow all customer service procedures and policies
• Strive to meet and go above personal and team targets, goals, and quotas
• Aim for fast customer resolution in every interaction
• Record, organize, and file customer interactions and profile/account changes
• Able to address returns, refunds, and shipping tracking numbers
• Strong multitasking skills are a must.

Requirements and Qualifications

• High school degree or equivalent
• Previous Beauty knowledge of cosmetics, skincare, hair products preferred
• Previous experience in customer support, remote work space, fast paced environment
• Excellent at communicating over the phone and handling multiple systems at once
• Basic computer skills and experience with tracking and recording call information, filing documents or updating customer profiles/accounts
• Able to concentrate on multiple problems at once
• Excellent time management and prioritization skills
• Ability to answer the phone, listen actively, relay information, and type basic information simultaneously
• Previous experience with chat/email preferred
• Customer-focused for positive customer experience and resolution
• Has an at home work space environment that is free from distractions
• Has reliable internet connection more than 50 MBPS
• Ability to dedicate full attention to their job duties as assigned during work hours
• Working knowledge of Gmail, Google Sheets, Google Docs and Google Calendars
• Dual screen/Technical experience
• Weekend availability with overtime hours possible during peak seasons

Home Environment and Work Space:

• Dedicated home office/workspace with a closed door separating you from others in your home ages 0-99.
• Adequate space to set up the workstation
• Ability to hardwire into the router, plug directly into your router as needed.
• Agents are responsible for maintaining the workspace in a safe condition
• Personal disruptions are not allowed during scheduled hours and should not be audible in background noise. This includes but is not limited to: Children playing, Dogs barking, Loud music, Non-work-related phone calls, Doorbells, Family members/roommates, etc.
• You are scheduled on the phone throughout the entirety of your shift. It's essential to understand this job does not allow flexibility to answer the door or be on-call care for others during work hours.