Customer Happiness Associate

4 months ago

Melbourne, Australia DECIEM Full time

**WHAT ON EARTH IS DECIEM?**

Known as “The Abnormal Beauty Company”, DECIEM is the parent company of The Ordinary, NIOD, and other beauty brands & is an industry disruptor with a science-first approach to innovation. DECIEM was Co-Founded in 2013 by the late Brandon Truaxe, a visionary who set out to change the beauty industry through authenticity and transparency. He developed DECIEM to be a happy family (of people and beauty brands), rooted in kindness, creativity, diversity, and respect, alongside Co-Founder and CEO, Nicola Kilner.

We are growing rapidly and we’re looking for someone who shares this vision and wants to grow with us

**WHAT WE’RE LOOKING FOR**

This is a hybrid role working 2 days per week in our Port Melbourne office (Tues & Weds).

**WHAT YOU’D BE DOING IN THIS ROLE**
- Serves as the Tier 1 escalation point of contact for identified issues and resolves complex issues related to but not limited to order fulfillment, payment processing, checkout, and technical issues
- Ensure the customer database is maintained with all relevant data and details, including the reason for contact, identified concern, product details and final resolution
- Accurately categorize and disposition customer insights to ensure data integrity is maintained by listening actively to and valuing customer feedback
- Meet and exceed customer expectations in a manner that complies with DECIEM policies, practices, and procedures
- Work closely with internal stakeholders such as eCommerce, Product Experience, Transportation, Retail, Quality Control, Online and IT to satisfy customer needs
- Actively collaborate with your team members in meetings and huddles to share experiences, best practices, insights and outcomes to enhance team performance and advance team expertise
- Be a positive team player, continuously looking for ways to improve and impact the customer's experience with DECIEM
- Remain up to date with product knowledge, company initiatives, and Brand campaigns to educate and foster customer engagement
- Meet quantitative performance metrics as outlined

**SKILLS AND QUALIFICATIONS NEEDED TO GET THE JOB DONE**
- Preferred 1 to 2 years relevant experience in a Contact Centre environment or similar role
- Excellent time management skills and the ability to prioritize work & ability to effectively manage multiple interactions and adapt to change within a fast-paced work environment
- Attention to detail, problem-solving skills, excellent written and verbal communication skills
- Demonstrated ability to work well under pressure, managing conflicting priorities and tight deadlines

**WHAT YOU’LL BE GAINING BY JOINING OUR TEAM**

There’s a lot of good stuff that comes along with being a DECIEM team member. Here’s a few of our favourite perks and benefits, in no particular order
- Generous Vacation & Personal Days, plus additional time off for volunteering in your community, voting, peaceful protesting, celebrating your birthday, and more.
- 6 months of paid time off for new parents (inclusive of all genders).
- Monthly catered lunches and chances to connect with your teammates.
- Unlimited access to an Employee Assistance Program that includes mental health care, mindfulness programs, and more.
- Access to Development Grants & a LinkedIn Learning membership to help you keep growing and learning.
- First dibs on new products.
- A generous discount on DECIEM products for you, your family, and your friends.

**BUILDING GROWTH TO POWER GOOD**

We are a People first company that lives by our core values to
- Do the right thing
- Create impact
- Respect small things
- ❤️ Care too much
- Be the future

These values continue to guide us in all that we do. Along the way, we’ve been honoured to win some pretty incredible awards, including a CEW Achiever Award, Best Skincare Brand at Sunday Times Style Beauty Awards, and Most Popular Sustainable Brand by The Cosmetify Index Global. We’re still blushing

**SUSTAINABILITY AND SOCIAL IMPACT**

DECIEM’s objective is to build growth and do good things while prioritizing people, animals, and the Earth.

Our Sustainability strategy is focused on fighting climate change, improved waste management, responsible packaging, responsible sourcing and product lifecycle, and water conservation.

In 2020, DECIEM established the Good Fund to support both large and grassroots charities in response to global events.

**CREATING A HUMAN WORLD OF BEAUTY**

DECIEM is committed to diversity, equity, and inclusion (DEI) by creating meaningful, measurable change in the lives of our team members and in the communities where we operate. Achieving equality is critical to DECIEM and our future. You can learn more about our DEI commitment in our open letter, "Belonging is the Destination, Change is the Journey".

DECIEM is an equal-opportunity employer. We prohibit discrimination based on age, colour, disability, national origin, race, religion, sex, gender, sexual orientation

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