We are seeking a Customer Experience (CX) Specialist to elevate the overall shopping experience for customers of a leading beauty and personal care retailer. This role will focus on customer service operations, claims handling, feedback analysis, and experience optimization across both online and in-store channels. The ideal candidate is passionate about beauty, understands customer needs, and can develop strategies to enhance customer satisfaction and loyalty.
What You’ll Do
- Oversee and manage customer service operations across online and offline retail channels.
- Handle customer inquiries, complaints, and claims, ensuring prompt resolution and high customer satisfaction.
- Analyze customer feedback and data to identify opportunities to improve the shopping experience.
- Develop and implement customer engagement strategies, including loyalty programs and personalized services.
- Collaborate with marketing, sales, and store operations teams to align on customer experience initiatives.
- Train and support retail staff to ensure consistent, high-quality customer interactions.
- Partner with headquarters and cross-functional teams to enhance the overall brand experience.
- Monitor and report on customer satisfaction KPIs, recommending improvements as needed.
Qualifications
- Bachelor’s degree in Business, Marketing, Communications, Retail Management, or a related field.
- 4+ years of experience in customer experience, customer service, or retail operations, preferably in the beauty industry.
- Strong problem-solving and communication skills with a customer-first mindset.
- Ability to analyze data and implement customer-centric solutions.
- Experience with customer experience management tools and service platforms.
- Ability to multitask and thrive in a fast-paced retail environment.
- Knowledge of consumer protection laws and experience developing or managing customer-related policies.
Preferred Qualifications
- Experience in beauty, cosmetics, or skincare retail.
- K-Beauty and K-Skincare is a PLUS!
- Familiarity with e-commerce and omnichannel customer service strategies.
- Bilingual in English and Korean is a plus.
Benefits
- 401(k)
- Vision, Medical, and Dental insurance
- Paid maternity leave
- Disability insurance
Requirements
- Bachelor’s Degree
- Authorized to work in the United States
- 2+ years of experience in Customer Service
- No visa sponsorship required
Hybrid Work Schedule: Mon – Thurs in office, Fridays WFH
Location: Los Angeles, CA
Employment Type: Full-time, Exempt
Pay Range: $70,000 – $85,000/year
