Associate, Customer Service Expert "The Ordinary"

Deciem Beauty Group Inc.; Nottingham; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

Join a forward-thinking company as an Associate Customer Service Expert, where you will play a vital role in enhancing customer experiences. This dynamic position combines remote and in-office work, allowing you to deliver exceptional support across various channels. You'll engage with customers, resolve inquiries, and collaborate with internal teams to ensure satisfaction. If you thrive in a fast-paced environment and are passionate about making a difference, this opportunity is perfect for you. Be part of a culture that values kindness, creativity, and diversity, while enjoying generous benefits and opportunities for personal growth.

Benefits

Generous Vacation & Personal Days

Employee Assistance Program

Development Grants

Discount on DECIEM products

First dibs on new products

Qualifications

• Experience in customer service environments, particularly in call centers.
• Ability to manage multiple interactions in a fast-paced environment.

Responsibilities

• Deliver empathetic support on all inbound customer inquiries.
• Serve as the Tier 1 escalation point for complex issues.

Skills

Customer Service Experience

Communication Skills

Time Management

Problem-Solving

Conflict Resolution

Education

1-2 years experience in Contact Centre

Tools

Salesforce

Google Suite

Outlook

Job description

Associate, Customer Service Expert "The Ordinary"

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 FOR

We are looking for a resilient and bubbly Associate, Customer Experience to support our team with the highest standards!

PROFILE:

We’re looking for someone with experience in customer service environments such as call centers, with a strong background in managing customer inquiries across various channels—including email, phone, social media, and support platforms.

• This is a Hybrid Role (Nottingham Office & Remote)
• Full-time position

Key Strengths:

• Clear and confident communicator, both verbally and in writing
• Comfortable working independently with a self-driven mindset
• Experienced in remote/hybrid work environments
• Skilled in navigating conflict with professionalism and empathy
• TikTok Shop exposure is a nice-to-have

WHAT YOU’D BE DOING IN THIS ROLE

• 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.
• Serve as the Tier 1 escalation point of contact for identified issues, and resolve complex issues related 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 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.

SKILLS AND QUALIFICATIONS NEEDED TO GET THE JOB DONE

• Excellent time management skills and the ability to prioritize work & 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.

WHAT YOU’LL BE GAINING BY JOINING OUR TEAM

There’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.
• 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.
• First dibs on new products.
• A generous discount on DECIEM products for you, your family, and your friends.
• And more...

BUILDING GROWTH TO POWER GOOD

We are a People First company that lives by our core values to:

• Do the right thing
• Respect small things
• Be the future

These values continue to guide us in all that we do. Along the way, we’ve been honored 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.

SUSTAINABILITY AND SOCIAL IMPACT

DECIEM’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, "Belonging is the Destination, Change is the Journey".

DECIEM is an equal-opportunity employer. We prohibit discrimination based on age, color, 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.