Senior Customer Service

1. Product Collaboration

Feedback Loop: Collect and summarize product issues, side effects, and requests for new active ingredients from doctors, then share insights with the Product team.

Product Knowledge Base: Develop detailed product usage guidelines and FAQs using professional terminology to support AI chatbot training.

New Product Testing: Coordinate with selected customers (doctors/spas) to test new products and collect professional feedback before official launch.

2. Sales Collaboration

Upsell & Cross-sell: Identify the needs of spa owners and doctors during consultations to recommend suitable additional products or higher-end product lines.

Lead Generation: Screen potential customers who could become distributors/partners and pass qualified leads to the Sales team.

Customer Retention: Track wholesale customers’ purchasing cycles and remind them to reorder at the right time.

3. Marketing Collaboration:

Crisis Management: Work with the Marketing team to prepare response guidelines for negative comments or product-related issues (e.g. allergic reactions) on social media.

User Generated Content (UGC): Collect feedback and successful clinical cases from doctors/spas for Marketing to use as communication materials.

Martech Personalization: Segment customer groups and create tailored messaging scripts to improve conversion rates.

4. Operations & Management

KPIs / SLAs: Define response time standards for different customer groups.

Training: Train part-time staff on how to communicate effectively with professional customers (doctors, experts).

CRM Data Management: Ensure data quality in the CRM system, keeping customer information accurate and maintaining full consultation history.

Experience & Expertise

• At least 2 years of experience working in clinics, aesthetic centers, or premium cosmeceutical brands
• Strong knowledge of active ingredients (Retinol, Vitamin C, AHA/BHA, Peptides, etc.) and basic dermatology
• Understanding of invasive and non-invasive treatments to support post-treatment care consultation
• Experience using CRM systems (e.g. Salesforce, HubSpot, Pancake, Getfly) and understanding customer data flow

Communication Skills

• Strong listening and analytical skills to understand the needs of professional clients
• Good writing skills to create customer care scripts

Mindset & Passion

• Passion for skincare and the beauty industry
• Customer-centric mindset with patience in handling complaints or sensitive cases
• Data-driven thinking: able to use CRM data to proactively follow up with customers (e.g. reorder reminders)