Customer Happiness Manager

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, 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 FORWe are looking for a highly motivated, organized and enthusiastic Customer Happiness Manager who will lead and support our Australian Customer Happiness team. A passionate interest in the beauty industry is desired.This is a hybrid role, working 3 days a week 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 DaysA hybrid work model (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 and ELC 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💡 Create impact🌱 Respect small things ❤️ Care too much🚀 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 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, "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. <3#SP