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Luxy® Hair  - The Faces Behind Luxy Hair: Kerry, Senior Customer Experience Manager

The Faces Behind Luxy Hair: Kerry, Senior Customer Experience Manager

Customer Experience superstar Kerry says she has always loved working in customer service. Wanting to extend her experience into the beauty industry, Kerry was drawn to Luxy Hair's aesthetic and ethos. As a remote team member based in Vancouver, Kerry says her favorite part about working at Luxy Hair is working alongside an amazing group of talented women.

I am focused on providing exceptional customer service to our Luxy Hair customers. In this role, this means answering all customer inquiries promptly, helping our customers with any questions or concerns that they may have, reaching out to them to provide further assistance, as well as thinking of new ways that we can improve our overall Luxy Hair customer experience.

What does a typical day at the office look like for you?

  • I always start my work day the same way: with a cup (or two!) of coffee. I work remotely for Luxy Hair, so the first thing I do is to check in online with my team members. I want to hear how their day is going, and most importantly, how our customers are doing.

    The rest of my day consists of answering customer emails, chats, social media DMs, reviewing product reviews, and interacting with our lovely customers. Each customer request is important, and I try to put myself in their place, and answer each inquiry as if I were the customer. Our customers interact with us through emails, chats, Facebook, Instagram, YouTube, Twitter, and review websites such as TrustPilot and Google. It’s fun to interact with our customers across so many different platforms.

    One of the most enjoyable things about my work is that our Customer Service team is truly a team. We often reach out to each other for second opinions on customer color matches, and we are always brainstorming ideas to how to surprise and delight our customers. It’s always interesting!

  • Where are you from?

  • I grew up in Ottawa, Canada’s capital! It was a great city in the winter with skating on the Rideau Canal. In the summers, we escaped to our cottage in Quebec.

  • What are three hair products you can’t live without?

  • 1. Mason Pearson Hair Brush—I’ve had it for years & still use it every day!

  • 2. Kevin Murphy Detangler—My hair can tangle easily, so a spritz of this helps.

  • 3. Love Hair Nourishing Oil—A small amount goes a long way.

  • What’s your secret talent?

    I believe my secret talent is waking up everyday with a smile on my face. I try to approach each day positively, and believe that something amazing might happen.

  • What’s the best advice you ever received?

  • My parents told me growing up, "Make gratitude a daily habit." I try to think about this daily, and to feel grateful for small as well as larger things.

    What book has impacted you the most?

    I’ve enjoyed so many good books, however, I just finished reading “In My Own Words" by Ruth Bader Ginsburg, and it was an inspirational read. I highly recommend it.

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