Customer Happiness Associate

at  Deciem

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!

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
• 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

• 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
• Meet quantitative performance metrics as outlined