Customer Service/Live Chat Agent (Ecommerce)

Beauty by Imagination (BBI) - New York, NY

Full-time$50,000 - $55,000 a year


Beauty by Imagination (BBI) seeks a full-time ecommerce Customer Service/Live Chat Agent to provide a fulfilling customer experience to direct consumers of its premium haircare products (including Ouidad, Wet Brush, Goody, and Bio Ionic), primarily through live chat. This key role will act as a liaison between the brands and their current and potential customers. He or she will play a strategic role in converting new users into customers, and increasing customer satisfaction, loyalty and retention. The Customer Service/Live Chat Agent will efficiently and effectively manage customer inquiries and concerns, keeping customer satisfaction at the core of every decision and behavior. He or she may also be asked to provide support to BBI’s storefronts.

The ideal candidate is an excellent communicator and problem solver who is passionate about creating an exceptional customer experience. NOTE: Please include a cover letter when applying.


· Ensure every customer inquiry from every touch point (primarily live chat and email) receives a knowledgeable, friendly, swift and effective response

· Resolve all customer-related inquiries and issues accurately and efficiently

· Via a deep understanding of BBI’s mission and product lines, offer personalized recommendations and suggest product substitutions as needed

· Communicate potential problems and opportunities, relevant customer feedback, and issue escalation to help the organization continuously improve customer service

· Identify and report possible website errors and technical problems

· Manage and respond to product Q&As and reviews on site

· Support the Customer Service Manager in implementing customer service policies and procedures

· As needed, enter phone orders into the store platform accurately and efficiently

· Support the Customer Service Manager as needed


  • Proven experience providing customer service support in an ecommerce environment
  • Previous experience as a live chat agent, preferably for multiple brands
  • Working knowledge of customer service software, databases and tools (Zendesk and Zendesk Chat, for example)
  • Familiarity with Microsoft Outlook and Magento Enterprise a plus
  • Customer service orientation and positive attitude
  • Proficiency in English
  • Outstanding written and verbal communication skills along with active listening
  • Ability to multi-task, set priorities and manage time effectively and with little oversight
  • Strong organizational and problem-solving skills
  • High level of accuracy and attention to detail
  • Flexibility and responsiveness to continually changing and sometimes unpredictable contact volume

Job Type: Full-time

Salary: $50,000.00 to $55,000.00 /year

Additional Compensation:

  • Bonuses

Work Location:

  • One location


  • Health insurance
  • Dental insurance
  • Vision insurance
  • Retirement plan
  • Paid time off

Work environment:

  • Office

Communication method(s) used:

  • Email
  • Phone
  • Chat