What are the responsibilities and job description for the Customer Success Representative - Bilingual position at Mary Kay?
Company Overview
Looking for a career where you can make a difference? At Mary Kay we are committed to enriching the lives of women and their families around the world, we offer careers with unlimited opportunities to do something beautiful every day. More than 5,000 employees work in locations around the world. They provide the products, marketing and other support to millions of Independent Beauty Consultants (IBCs) who work as independent contractors, selling our products directly to consumers in nearly 40 markets on five continents.
· A comprehensive health plan which includes medical, dental, and vision with low premiums
· 401(k) plan
· A generous profit-sharing program
· Free access to on-site fitness center and on-site clinic
Responsible for inbound and outbound independent sales force, customer and consumer service conversations or interactions across contact channels including telephones, email, web chat and social media in Spanish and English. Represents the Company in all interactions, presents a positive Company image, and maintains goodwill by performing service-related activities and actively pursuing Golden Rule Service. Attends Company meetings and trainings and uses presented materials to keep apprised of new promotions, products, and operational systems.
Essential Duties & Responsibilities
- Responsible for inbound and outbound independent sales force and consumer service conversations or interactions including telephones, email, web chat and social media.
- Responsible for basic customer service which includes functions such as password resets, order life cycle and status, order and agreement resolution, order/shipment fulfillment and order/shipment replacement.
- Takes appropriate action exercising good judgment while utilizing Company and department knowledge. Seeks guidance on topics outside of area of expertise or refers to Lead Representatives, as appropriate. Accurately and consistently documents conversations, interactions and follow up on outstanding contacts.
- Attends Company meetings, trainings, and proactively uses work instructions, training documentation, bulletins, publications, e-mail communications, promotion briefs, and InfoHub updates.
- Understands personal and departmental productivity and quality objectives. Strives to promote a culture of teamwork to meet shared goals.
- Assists with additional projects or assumes additional duties as needed.
Knowledge, Skills, & Abilities
Education: High school diploma or equivalent.
Experience: 2-4 years of customer service experience
- Spanish bilingual communication skills (written and verbal) are required for this position
- Must have strong organizational and time management skills.
- Utilizes a proficient knowledge of computer hardware, software, and office equipment to complete work activities.
- Flexible, adaptable, and seeks continuous improvement.
- Must have the ability to effectively communicate both verbally and in writing, analyze and understand various situations, and requires excellent interpersonal skills.
- Requires the ability to interpret and apply work instructions and recall information quickly in order to successfully perform service activities across multiple functions.
- This job requires work on-site at the Mary Kay Corporate Headquarters in Addison, Texas.
