Customer Service Representative

Job Title: Customer Service Representative

Location: Remote (Philippines)

About Us:
Hi, we're Gem!

An Australian-owned beauty brand that's here to elevate your everyday, one brush, swipe or spritz at a time. We make high-performing, beautiful bathroom essentials to help turn your most basic routines into elevated rituals.

Available in Australia, New Zealand, the USA and UK, we're setting our sights on building our 'Gem-pire' - one bathroom at a time. To do so, we need the help of an Influencer & Consumer Engagement Assistant. In this role, Influencer & Consumer Engagement Assistant will report to the Social and Partnerships Manager, working closely with the Brand and Marketing teams to bring influencer campaigns and consumer activities to life.

Role Overview:
This role will focus on delivering exceptional customer service across our Australian, UK and US markets. The successful candidate will manage customer enquiries across email, Instagram and TikTok, ensuring every interaction is handled promptly, accurately and in line with Gem’s tone of voice. They will also identify recurring feedback, resolve routine enquiries and escalate more complex product, retailer or fulfilment matters to the relevant internal teams. The ideal candidate is highly organised, communicative and passionate about creating positive customer experiences.

Key Responsibilities:

• Customer Service - Email: Monitor and manage customer service email inboxes across Australia, the UK and the USA each business day. Respond to enquiries within 24 business hours using an accurate, helpful and on-brand tone, resolve routine queries efficiently, and escalate product, retailer or fulfilment issues to the relevant internal team when required.
• Customer Service - Social DMs: Monitor and respond to customer service enquiries received via Instagram and TikTok DMs across Australia, the UK and the USA each business day. Respond within 24 business hours, provide accurate and on-brand support, identify recurring customer feedback or issues, and escalate sensitive or complex matters promptly.
• Review Generation Programs: Source and manage individuals for sending products in exchange for reviews on our website and our retailers websites.
• Consumer Studies: Support the brand team through consumer study initiatives, including recruiting participants, managing communications, and collating feedback.
• Database & Reporting: Maintain accurate records and saving files of influencer contracts, content, campaigns, and results for reporting purposes.
• Collaboration: Work closely with the marketing team to ensure influencer campaigns and consumer studies align with overall brand objectives.

Requirements:

• Experience in influencer marketing or consumer engagement.

• Excellent written and verbal communication skills with strong attention to detail.
• Experience managing customer service enquiries across email and social media platforms, with the ability to communicate clearly, professionally and in line with brand tone of voice.
• Ability to manage multiple projects and meet deadlines in a fast-paced environment.
• Self-motivated with a proactive, solutions-focused mindset.

• Highly organised with the ability to manage multiple campaigns simultaneously.
• Comfortable using spreadsheets, email outreach and google suite.
• Self-motivated and proactive, able to work independently in a remote setup.
• Knowledge of beauty, lifestyle, or consumer products is a plus.

What We Offer:

• Flexible remote work arrangement.
• Opportunity to work with a growing brand and hands-on experience in influencer marketing.
• Collaborative, supportive and creative team environment.

Employment Type

• Full-time