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Customer Support Specialist

Country : United Arab Emirates United Arab Emirates

Region : Dubaï

Town : DUBAI

Category : IT - Web

Contract type : Permanent

Availability : Full time

Job description

Who We Are: At Huda Beauty, our Vision is to lead in creating a democratized beauty industry where power is given back to people to define, create, and enjoy beauty for themselves! Launched by award-winning beauty powerhouse Huda Kattan in 2013, Huda Beauty is one of the world's fastest-growing beauty brands. As a company, we are fueled by purpose which allows us to approach things differently so that we can create products, content, and a community like no other. A lot has changed since our launch in 2013, but something that will forever remain at the core of Huda Beauty is our focus on business excellence and our unwavering passion for kindness!

Summary: We are looking for an exceptional Customer Support Specialist with excellent communication and time management skills and a passion for helping people. The ideal candidate will have a big picture mentality, where no goal is too big, and a can-do attitude.

Please note: as this is a Global role, dealing with Global time zones, this role may require specific shift times including the following 2pm to 10pm or 4pm to 12am or 8pm to 4am.

Essential Duties and Responsibilities:

  • Champion of awesome service and happiness of Huda Beauty customers
  • Use excellent communication skills to respond to customer enquiries; strive to find solutions for customers whilst working within SLAs on email support + online chat
  • Monitor and address SLAs - during your shift, you will be responsible for ticket management to ensure SLAs are maintained to best of your ability
  • Support outsource agency - assist with enquiries and flag any notable development areas
  • Daily updates + launch communication- ensure files and templates are kept up to date and you have a good and practical understanding
  • Communicate upwards - highlight any issues, trends, share customer feedback
  • Handle a dedicated area of monthly reporting
  • 1st point of contact on specialized cases and reach out to relevant HB stakeholders when required- allergic reactions, new product defects etc
  • Report site and technical issues via the correct forms
  • Understand when cases should be escalated to senior team members
  • Be flexible and open to change including system upgrades and new ways of working
  • Maintain great relationship with couriers and DC's - communicating daily on order issues
  • Track & report required information- damaged products, missing items, returns etc
  • Review customer disputes on payment platforms and submit relevant evidence against chargebacks
  • Great knowledge of Huda Beauty products and brand, and keen interest in other cosmetics brands and trends

  • A passion for helping people is a must
  • 3+ years experience in a similar role, previous work in the beauty industry would be an advantage
  • Excellent time management skills
  • Excellent organizational skills with the ability to work independently as well as part of a team
  • Excellent communication Skills: strong verbal and written communication skills are essential for effectively interacting with customers via phone, email, chat, and social media
  • Problem-Solving Skills: capable of analyzing situations, identifying customer needs or issues, and finding effective solutions or escalating to appropriate teams if necessary.
  • Skilled in de-escalating tense situations, handling customer complaints or escalations professionally, and turning negative experiences into positive outcomes
  • Flexibility to adapt to changing schedule, priorities, processes, and technologies in a fast-paced, dynamic working environment
  • Strong interpersonal skills and ability to collaborate with other team members & departments to resolve complex issues
  • Flexible shifts - public holidays, overtime required at peak periods (usually between November to January)
Our Benefits & Perks:

  • Monthly "Self Love Days" - at company discretion
  • Premium Medical/Dental/Vision coverage for employee plus dependents
  • Monthly coaching sessions with our in-house Success Coach
  • Employee discounts on all Huda Beauty, Wishful, and Kayali products
  • Quarterly product gifting
Huda Beauty is committed to building diverse and inclusive teams and upholding an equal employment workplace that is free from discrimination. We hire stellar individuals regardless of their race, color, ancestry, religion, gender identity, national origin, sexual orientation, age, marital status, medical conditions, disability, or veteran status. If you need reasonable accommodations at any point in the application or interview process, please let us know.