Customer Service Representative II

Title: Digital Beauty Advisor
Duration: one year minimum with opportunity to extend to full 2 year tenure
Capacity: Hybrid, training period is on site

About Cogent Infotech
At Cogent Infotech, we believe in creating opportunities that empower individuals and transform organizations. With over 21 years of excellence in consulting and talent solutions, we pride ourselves on building inclusive workplaces and driving innovation in everything we do. Our diverse teams bring unique perspectives to help deliver cutting-edge solutions to global clients across both public and private sectors.

Position Summary
The role involves acting as a Digital Beauty Advisor by engaging with consumers across social media platforms such as TikTok, Facebook, Instagram, and Twitter. Responsibilities include responding to customer inquiries, providing content recommendations, and staying current with beauty trends and social strategies.

Key Responsibilities

• Serve as a Digital Beauty Advisor across all social platforms by reactively engaging with fans and followers on a timely manner (TikTok, Facebook, Instagram, Twitter)

• Support brand's public channels (social, R&R, Q&A) by providing insight, strategy recommendations and engagement as needed

• Attend brand and Care trainings, work sessions and meetings to stay up to date with social strategies and best practices

• Follow Brand and Care provided social FAQ documents for launches and key social moments

• Able to compose custom responses that clearly address the issue in a way that is understandable by the consumer

• Recognizes and recommends new ways to influence consumers in their purchase decision

• Alert critical customer complaints to internal Care and Brand teams and assist with problem solving

• Provide social content and engagement recommendations based on consumer feedback and trends

• Stay up to date on new social media platforms, tools and best practices

• Live in the social ecosystem, stay on top of emerging trends in the landscape

Required Qualifications and Skills

• Bachelor's Degree

• 1-2 years' social media engagement experience

• Customer Service experience desired

• Customer obsessed mindset

• Knowledge and experience with major social media platforms required

• Able to work in a fast-paced, dynamic environment, both independently and as part of a cross-functional team

• Must have a sense of urgency with a high degree of flexibility, adaptability, resourcefulness, and responsiveness; willingness to work outside standard hours which includes weekends

• Report back to internal team to funnel insights into product / experience / content creation strategy

• High level of organization, attention to detail and positive attitude

• Interest in beauty, fashion and/or lifestyle brands

• Exceptional writing skills

• Excellent problem-solving ability

• Proficient in Microsoft applications including PowerPoint, Word and Excel

Responsiveness

• Maintain 100% Reply Rate and established Response Time goals across social channels

• Maintain consumer satisfaction and sentiment scores as established by the group

• Monitor personal social KPI's using Sprinklr

• Offers schedule flexibility to support the needs of the business which included weekends

• Meets established quality standards in all contacts across all channels

• Responsible for recognizing opportunities for improvement in our policies or processes and leading the initiative to reduce disruptions in service or detract from customer satisfaction.

BRAND'S TECHNOLOGY SUITE

• Documents product issues in a way that the information can be used for product improvement or development

• Accurately enters required information in the CRM and surveys to ensure data integrity

Cogent Infotech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels welcome and valued. We encourage applications from individuals of all backgrounds, identities, abilities, and experiences. If you're excited about this role but don't meet every requirement, we still encourage you to apply

Application Process
Please submit your resume and a short cover letter through our online portal. Our process includes an initial resume review, a virtual interview, and a short technical assessment. If you need accommodations, feel free to inform us-we are happy to assist.

Join Us
At Cogent Infotech, your ideas matter. Join a purpose-driven organization that celebrates diversity, encourages collaboration, and invests in your future.