Associate, Customer Service Expert - The Ordinary

DECIEM | THE ABNORMAL BEAUTY COMPANY

Aug 9

Applications are closed

Job
Full-time
Junior Level
Nottingham

Requirements

- 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
- Intermediate 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 deadlines
- 1-2 years relevant experience in a Contact Centre environment or similar role

Responsibilities

Deliver empathetic support on all inbound customer inquiries and provide solutions through phone, email, live chat, and social media channels with courtesy and professional service
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 e-Commerce, 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

FAQs

What is the job title for this position?

The job title is Associate, Customer Service Expert.

Where is this position based?

This position is based out of our Nottingham Head Office in a hybrid format.

What are the primary responsibilities of the Customer Service Expert?

The primary responsibilities include delivering empathetic support on customer inquiries via phone, email, live chat, and social media, resolving complex issues related to order fulfillment and payment processing, maintaining the customer database, and collaborating with internal stakeholders.

What qualifications are required for this role?

The qualifications include excellent time management skills, attention to detail, problem-solving abilities, strong written and verbal communication skills, intermediate computer skills, and 1-2 years of relevant experience in a Contact Centre environment or similar role.

What benefits does DECIEM offer to its employees?

DECIEM offers generous vacation and personal days, 6 months of paid time off for new parents, monthly catered lunches, access to mental health care programs, development grants, product discounts, and more.

Does DECIEM prioritize diversity and inclusion?

Yes, DECIEM is committed to diversity, equity, and inclusion, and strives to create meaningful change for team members and the communities where we operate.

How does DECIEM approach sustainability?

DECIEM's sustainability strategy focuses on fighting climate change, improving waste management, responsible packaging, sourcing, product lifecycle, and water conservation.

What core values guide DECIEM's operations?

DECIEM operates on core values that include doing the right thing, creating impact, respecting small things, caring too much, and being the future.

Will I receive training if I join the team?

Yes, new employees will receive training to ensure they are knowledgeable about DECIEM products, company initiatives, and brand campaigns.

Is there an opportunity for career development within the company?

Yes, DECIEM provides access to Development Grants and a LinkedIn Learning membership to support the growth and learning of its employees.

DECIEM | THE ABNORMAL BEAUTY COMPANY

Retail & Consumer Goods

Industry

1001-5000

Employees

2013

Founded Year

Mission & Purpose

DECIEM is a humble and happy umbrella of good beauty brands like NIOD and The Ordinary. We’ve been called every good and bad thing you can think of like “the most thrilling thing to happen to skincare”, and “the hottest beauty company right now”. Over the past year, we’ve sold more than one product every second, opened the doors to our 35th store, and welcomed our 1000th employee. With many products in development, a new 70,000 square-foot HQ to call home, and plans for even further retail expansion, we are excited to do even bigger things in the near future. DECIEM was founded in 2013 by “the beauty world’s most exciting disrupter”, Brandon Truaxe. During a four-month co-op at a skincare lab, he became angry at the lack of passion, transparency, or insight when beauty products were being developed. After selling his first software company, many years later, Brandon’s frustration at the beauty industry remained and he set off to make a change in the beauty business. That change is DECIEM and we’re working really hard to continue Brandon’s vision for a better world of beauty. Everything we do is of exceptional quality. Today, quality is no longer defined by price points or distribution channels. Quality today means being authentic, being different, being functional, being beautiful, and being sensibly priced, even to the wealthy. And we respect these principles. We choose to serve the educated, the curious, and the intelligent who appreciate our dedication to this very genuine definition of quality.