Associate, Customer Service Expert

We are a collective of disrupters and doers, of creatives and scientists, with a mission to reimagine the world of beauty.

Since inception, our vertically integrated structure, including our own laboratories, manufacturing, retail stores, and brand infrastructure, have enabled us to rapidly identify opportunities and deliver quality. Home to The Ordinary, NIOD, AVESTAN, and other emerging brands, our goal is to create with purpose. We were founded on the principle of doing everything that others don’t. Because normal gets you nowhere.

We are DECIEM, The Abnormal Beauty Company.

We are growing rapidly and we’re looking for someone who shares this vision and wants to grow with us!

We are looking for a customer-obsessed, empathetic and solution-focused team player who loves turning customer questions into great experiences! You’ll be supporting our customers across phone, email, live chat and social media, while using your strong problem-solving and technical skills to resolve everything from orders and payments to checkout and other technical queries.

Our ideal candidate brings a lovely combination of shopfloor/customer-facing experience and technical competencies
, with the curiosity and collaboration skills to partner with teams across DECIEM and make every customer interaction count.

The anticipated salary range for this position is 50,000 to 55,000 CAD.

Exact Salary rate depends on several factors such as experience, skills, education, and budget. Salary range may vary based on geographic location.

• Deliver empathetic support across phone, email, live chat and social media, providing solutions with courtesy and professionalism.
• Act as the Tier 1 escalation point for identified and complex customer issues.
• Resolve complex queries relating to order fulfilment, payment processing, checkout and technical issues.
• Maintain the customer database with accurate contact reasons, concerns, product details and resolutions.
• Accurately categorize and disposition customer insights to maintain data integrity.
• Meet and exceed customer expectations while following DECIEM policies, practices and procedures.
• Work closely with e-Commerce, Product Experience, Transportation, Retail, Quality Control, Online and IT to satisfy customer needs.
• Actively collaborate with team members to share experiences, best practices, insights and outcomes.
• Remain up to date with product knowledge, company initiatives and Brand campaigns to educate and engage customers.
• Meet required quantitative performance metrics and support the Product Experience team as needed.

• 1–2 years of relevant experience in a Contact Centre environment or similar role.
• Ideal candidate combines strong shopfloor/customer-facing competencies with technical competencies.
• Excellent time management and prioritization skills, with the ability to manage multiple interactions and adapt to change.
• Strong attention to detail, problem-solving, written and verbal communication skills.
• Intermediate computer skills across Outlook, Google Suite, Salesforce and web-based applications, with the ability to work effectively under pressure.

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
• Unlimited access to an Employee Assistance Program that includes mental health care, mindfulness programs, and more.
• Access to Development Grants & a Linked In 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.