SkinSeoul
Website:
skin-seoul.com
Job details:
Job Description
We are looking for an experienced Customer Service professional with a background in e-commerce and strong systematic problem-solving skills. In this role, you will handle customer inquiries across chat and written channels, take full ownership of cases, and resolve issues with a structured and solution-oriented approach. You are expected to work independently during assigned shifts while managing multiple inquiries efficiently without compromising accuracy or empathy.
Responsibilities:
A. Customer Support & Communication
- Deliver timely, clear, and empathetic responses to customer inquiries across chat and written channels.
- Provide accurate, solution-oriented support to effectively resolve customer questions, concerns, and issues.
- Escalate complex or high-impact cases to relevant internal teams while maintaining a seamless customer experience.
- Uphold a consistently professional and brand-aligned tone in all customer interactions.
B. Systematic Problem Solving & Ownership
- Take full ownership of customer cases from initial contact through to final resolution.
- Identify recurring issues, patterns, and gaps, and proactively propose actionable improvements.
- Demonstrate a strong customer-obsessed mindset, balancing efficiency with high-quality outcomes.
- Handle multiple concurrent conversations with precision, prioritization, and attention to detail.
C. Collaboration & Teamwork
- Collaborate closely with supervisors and cross-functional teams to ensure consistent and high-quality service delivery.
- Actively contribute insights, feedback, and best practices to continuously improve team performance.
- Support internal initiatives, including training, documentation, and process optimization.
D. Performance & Compliance
- Consistently meet or exceed KPIs, including response time, resolution quality, and customer satisfaction metrics.
- Strictly adhere to internal processes, data privacy standards, and company policies.
- Maintain strong reliability, punctuality, and discipline in alignment with assigned US time zone shifts.
Qualifications:
- Strong sense of ownership and a proven customer-first mindset.
- Demonstrated experience in customer service (call center or online support), preferably within the e-commerce industry.
- Availability to work within the following schedule:
A) 11:00 PM (Fri) - 9:00 AM (Sat) SGT
B) 1:00 - 10:00 PM (Sat) SGT
C) 1:00 - 10:00 PM (Sun) SGT
- Fluent in English (written and spoken) with clear, structured, and professional communication skills.
- High level of empathy, accuracy, and judgment in handling customer interactions.
- Willing to complete a chat-based assessment (typing and response quality).
- Strong Interest or experience in the beauty industry (skincare, make up, hair care).
- Prior experience supporting US-based customers is preferred.
- Familiarity with customer service platforms (e.g., Zendesk, Gorgias, HubSpot).
- Strong typing speed with high accuracy and attention to detail.
What You Will Gain by Working at SkinSeoul:
- Be at the forefront of a company pioneering and disrupting the ecommerce and skincare industry with advanced AI technology.
- Be part of the growth story and boost your career by joining an ambitious and fast growing company.
- Thrive in a dynamic environment and challenge yourself to solve unique business problems.
- Work in an international work environment with a flat organization.
About SkinSeoul:
At SkinSeoul we stand at the unique intersection of AI, e-commerce, and beauty. We are disrupting the B2C e-commerce market in skincare and our vision is to be become the #1 skincare company globally. Also, we are expanding into the B2B segment, with a strategic focus on brand partnerships to create long-term, mutually beneficial collaborations.
Starting with K-Beauty, we have leveraged advanced AI technology to launch the world’s largest Korean skincare store, with products at affordable prices, and a leading customer experience.
SkinSeoul is an equal opportunity employer committed to fostering an inclusive, innovative, and learning environment with the best employees. We provide equal employment opportunities without regard to gender, identity, race, religion, nationality, age, marital status, disability, or any
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