SEPHORA* REMOTE 1099 Chat & Voice CSR – $18/hr base *Start on 10/18* – #MSP ID-8909

Driven by our Passion for People, our Remote Beauty Advisors are keen on driving great customer experience. The Beauty Advisor provides client support via PHONE/CHAT, assisting with client inquiries, troubleshooting and general support. They respond to all client communication via phone or chat and provide client support regarding account inquiries, service, programs/promotions and .com/Direct technical issues.

Ultimately, we bring people together. Whether it be our clients, their customers, our colleagues, or our non-profit partners—we can’t resist the fun of working with people. Each connection, each relationship matters.

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POSITION RESPONSIBILITIES:

  • Respond to client requests/inquiries via phone and/or chat, including product purchases, service & quality inquiries, order status, product information, and general client support issues
  • Demonstrate high standards for quality service
  • Keep up to date with product/procedural knowledge and assessing industry trends
  • Work in tandem with the quality and training team to self-manage performance expectations
  • Maintain an open communication line with Team Lead/Quality Advocate/ the Trainer and the manager for support and personal development
  • Maintain business acumen, courtesy, and professionalism when dealing with all client contacts
  • Maintains proprietary call center database (CSC) by entering information accurately and fully documenting all client interactions appropriately
  • Be punctual to work and adhere to all schedules and deadlines both scheduled and special projects
  • Strict adherence to key performance indicators (KPI) as set by management.
  • Strive to exceed key performance indicators (KPI) and quality goals as outlined by management
  • Communicate with customers in a proactive and professional manner across multiple communication channels, including phone, chat, and email. Agents may be asked to transition to between channels at any time.

REQUIREMENTS:

  • 2-3 years’ experience in a business/professional environment; preferably in the service industry
  • Comparable experience in an office environment encouraged
  • Self-starter and ability to manage workload efficiently
  • Exceptional written communication skills
  • Demonstrate ability to deliver a high level of client service under high volume
  • Commitment to client service and high-quality standards in grammar, punctuation, and written business acumen
  • Professional, upbeat, and engaging oral and/or written communication
  • Ability to develop relationships with clients, even in difficult situations
  • Ability to advise and counsel clients in a quick and efficient manner
  • Must be computer literate and internet savvy, e-commerce and online shopping experience preferred
  • Experience in windows-based applications, specifically client relationship management tools preferred (ie, Instant Service)
  • Excellent Data Entry skills / 45-55 wpm minimum
  • Must be flexible and be ready to work in a dynamic shift environment- weekends and evening shifts may be required.
  • Vacation blackout period applies during the holiday season and promotional periods
  • Punctuality is essential

SEPHORA* REMOTE 1099 Chat & Voice CSR – $18/hr base *Start on 10/18* – #MSP ID-8909

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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