Customer Service & Community Coordinator

About the Role

YOM Beauty LTD is an innovative beauty startup focused on creating a unique, impactful brand that stands apart in the industry. As the company grows, it seeks a dedicated individual to manage the entire customer experience, ensuring clients feel supported at every point of contact.

Key Responsibilities

• Oversee the day-to-day management of customer communications across various platforms including email and social media.
• Maintain comprehensive tracking of all customer queries, complaints, comments, and delivery matters to ensure timely resolution without any oversight.
• Directly handle and resolve customer issues, escalating them when necessary and following up to guarantee full closure.
• Coordinate with internal teams such as e-commerce operations and warehouse/fulfilment departments to facilitate resolution of order and delivery concerns.
• Engage with third-party logistics partners to address shipping problems and keep customers regularly informed about delivery updates.
• Develop and upkeep a centralized system to monitor customer feedback, reviews, and comments across platforms, enabling quick identification of trends and recurring issues.
• Provide consistent reports on customer satisfaction levels, common themes, and frequent issues faced by customers.
• Identify and communicate trends in feedback that could lead to enhancements in products, processes, or overall customer experience.
• Ensure that all customer interactions are aligned with the brand’s voice and core values.
• Contribute to the refinement and development of customer service procedures and communication templates as the company scales.

Ideal Candidate Qualifications

• Previous experience in customer service, community management, or customer experience roles, preferably within direct-to-consumer, e-commerce, or startup contexts.
• Strong written communication capabilities with adaptability to various tones and situations.
• An empathetic and composed approach to managing complaints and challenging conversations.
• Highly organized, capable of juggling multiple conversations and issues concurrently.
• Analytical and comfortable working with data and reports, transforming customer feedback into actionable insights.
• Proactive in spotting patterns or issues early and raising concerns before they escalate.
• Ability to thrive in a dynamic, fast-evolving startup environment where systems are continually being established.

Additional Advantages

• Experience in beauty, fashion, or lifestyle direct-to-consumer sectors.
• Familiarity with customer service or helpdesk software platforms.
• Knowledge of reputation and review management tools, such as Loox.
• Experience developing reporting dashboards or establishing consistent reporting routines.