Customer Service Specialist

Company Description The Formula Shop is a one-stop destination for curated multicultural personal care brands, offering products from Japan, Africa, Korea, India, and other regions around the world. The company focuses on simplifying personal care by helping individuals understand the unique needs of their face, hair, and body. Through AI-driven guidance and deep knowledge of global cultures, traditions, and personal care rituals, The Formula Shop suggests products that fit seamlessly into each customer’s lifestyle.

The brand is committed to ensuring every customer feels seen, valued, and celebrated through personalized experiences and inclusive service.

Role Description The Customer Service Specialist is a full-time, on-site role based in Hyderabad. This position involves responding to customer inquiries via phone, email, and in-store interactions, providing clear information about products, orders, and policies. The specialist will support customers in identifying suitable personal care products, ensuring a positive shopping experience and timely resolution of issues or complaints.

Daily responsibilities include maintaining accurate customer records, coordinating with internal teams on order and inventory queries, and gathering feedback to improve service quality. The role also includes educating customers about the brand’s multicultural offerings and AI-driven guidance, while consistently upholding a welcoming and inclusive environment.

Qualifications

• Candidates should possess strong customer service and customer support skills to handle inquiries, resolve issues, and provide assistance across channels.
• Candidates should possess customer satisfaction and customer experience skills to ensure positive interactions and build long-term relationships.
• Candidates should possess professional phone etiquette and clear communication skills for effective, respectful conversations with customers.
• Relevant experience in retail, e-commerce, beauty, or personal care sectors is beneficial.
• Ability to work on-site in Hyderabad, manage time effectively, and handle multiple customer requests in a fast-paced environment.
• Comfort with basic digital tools, point-of-sale systems, and customer support software; willingness to learn AI-driven guidance tools.
• Strong interpersonal skills, empathy, and a commitment to inclusive, non-discriminatory customer interactions.
• This is an on-site role