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, 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 FORThe successful candidate must have excellent written and verbal communication skills and be able to maintain a positive and energetic mindset in all situations. They will be solely responsible for building and maintaining strong customer relations and investigating & resolving customer inquiries and complaints. This role also requires someone who is a strong problem solver.This is a 12-month Fixed-Term contract, working hybrid, 3 days per week in our Port Melbourne office.WHAT YOU’D BE DOING IN THIS ROLEDeliver empathetic support on all inbound customer inquiries and provide solutions through phone, email, live chat, and social media channels with courtesy and professional serviceServes 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 issuesEnsure the customer database is maintained with all relevant data and details, including the reason for contact, identified concern, product details and final resolutionAccurately categorize and disposition customer insights to ensure data integrity is maintained by listening actively to and valuing customer feedbackMeet and exceed customer expectations in a manner that complies with DECIEM policies, practices, and proceduresWork closely with internal stakeholders such as eCommerce, Product Experience, Transportation, Retail, Quality Control, Online and IT to satisfy customer needsActively collaborate with your team members in meetings and huddles to share experiences, best practices, insights and outcomes to enhance team performance and advance team expertiseBe a positive team player, continuously looking for ways to improve and impact the customer's experience with DECIEMRemain up to date with product knowledge, company initiatives, and Brand campaigns to educate and foster customer engagementSKILLS AND QUALIFICATIONS NEEDED TO GET THE JOB DONEPreferred 1 to 2 years relevant experience in a Contact Centre environment or similar roleExcellent time management skills and the ability to prioritize work & ability to effectively manage multiple interactions and adapt to change within a fast-paced work environmentAttention to detail, problem-solving skills, excellent written and verbal communication skillsIntermediate computer skills in various software and web-based applications (Outlook, Google Suite, Salesforce)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…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 Study 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 GOODWe are a People first company that lives by our core values to… Do the right thing Respect small things Be the futureThese 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 IMPACTDECIEM’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 BEAUTYDECIEM 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, and any other legally protected class in accordance with applicable federal, provincial and local laws. We are also committed to creating and maintaining an inclusive and accessible workplace. If you are contacted to be part of our recruitment process and require accommodation, please let us know.WANT TO JOIN US?Thank you for reading the whole thing! If you liked what you heard, kindly send us your resume. We really appreciate your effort in applying for this position. However, only those who have been shortlisted for interviews will be contacted.