We are looking for a highly motivated, organized and enthusiastic Customer Happiness Manager who will lead and support our Australian Customer Happiness team, based across Melbourne & Sydney. A passionate interest in the beauty industry is desired. The is a hybrid role, working 2 days a week (Tuesdays & Wednesdays) from our Port Melbourne office.WHAT YOU'D BE DOING IN THIS ROLESupervise Customer Happiness team members, responsible for the operations of the team results and customer experience, ensuring that proper policies and procedures are followedLiaise with the Head of Customer Happiness on team initiatives such as recruitment, development discussions and develop the team to exceed targets across the departmentProviding solutions for all customer inquiries via email and live chat with the highest degree of courtesy and professionalism. Providing phone coverage as needed.Plan, prioritize and delegate work tasks to ensure the proper functioning of the departmentTrack customer complaints resolutions and provide feedback where necessaryCollaborate with team members in sharing experiences, best practices, and outcomes to enhance overall team knowledgeManage customer relationships while handling complex and escalated customer experience issuesInvestigate and triage issues with team members who are unable to resolve, bring forth and assist in providing a solutionCommunicate important corporate initiatives to the team, ensuring full understanding of company objectives and visionEffectively use business tools to monitor team performance, quality, and adherenceSKILLS AND QUALIFICATIONS NEEDED TO GET THE JOB DONE4+ years of customer service experience is required3+ years of leadership experience in customer service support is requiredStrong problem solver and negotiator which is an asset to resolving complex customer service casesIntermediate computer skills in various software and web-based applications (MS Office, Google Suite, Salesforce, etc.)Demonstrated ability to work well under pressure, managing conflicting priorities and tight deadlinesWHAT YOU'LL BE GAINING BY JOINING OUR TEAMThere'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).Work from anywhere 4 weeks per year.A hybrid work model (for applicable roles). Summer Friday's - get off at 1pm all summer long! (for applicable roles).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.A generous discount on DECIEM products for you, your family, and your friends.