Customer Service Representative

Onyx Beauty Hub is a luxury hair brand that offers wholesale and retail of virgin hair and raw single-donor hair. We offer a variety of hair textures, including straight, wavy, and curly hair. Our hairs are carefully sourced and selected from various donors in China, Vietnam, Laos, Cambodia, the Philippines, India, Burma, and Argentina. We are a luxury hair brand that offers both wholesale and retail of luxury hairs.

Job Summary

• As a Customer Service Representative at Onyx Beauty Hub, you will be the first point of contact and voice of the brand, ensuring every customer interaction reflects our commitment to luxury, attentiveness, and trust.
• You will handle inquiries, resolve issues, and provide product information while creating a warm, personalized, and professional customer experience across all touchpoints.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, social media, and live chat.
• Provide detailed product knowledge and recommendations tailored to customer needs and preferences.
• Process orders, returns, and exchanges with a high level of accuracy and care.
• Resolve customer complaints efficiently while maintaining a calm, empathetic, and brand-aligned tone.
• Collaborate with fulfillment, sales, and marketing teams to ensure a seamless customer journey.
• Record customer interactions and feedback using the company’s CRM system.
• Assist with managing and moderating customer reviews, testimonials, and social media comments.
• Proactively follow up with clients to ensure satisfaction and long-term loyalty.

Requirements

• Minimum of 2–3 years of customer service experience, preferably in a luxury retail, beauty, or fashion environment.
• Strong verbal and written communication skills.
• Proficiency in CRM platforms, Microsoft Office, and/or customer chat tools.
• A calm, solution-oriented, and patient approach to customer interactions.
• Excellent problem-solving skills and a commitment to exceeding expectations.
• Passion for beauty, fashion, or hair care is a strong plus.
• Must be well-organized, detail-oriented, and capable of multitasking in a fast-paced environment.

Preferred Attributes:

• Polished, professional demeanor with a warm and friendly presence.
• An eye for luxury aesthetics and a genuine appreciation for the Onyx Beauty brand.
• Ability to maintain discretion and confidentiality.
• A self-starter who thrives in a customer-centric, team-oriented culture.

Benefits

• Be part of a fast-growing premium brand shaping the luxury beauty space.
• Work in a supportive, inspiring environment that values creativity, elegance, and excellence