We are looking for an Energetic and Inspiring " Associate Manager, Customer Service Expert ", who embraces changes successfully and is innovation-driven <3
Comfortable in decision-making in line with the brand directions and core values!
Experienced in a fast-paced environme nt and People Management .
1. This is a Hybrid Role (Nottingham Office & Remote) ️
2. Full-time position
3. 2+ years of people management and /or leadership experience is required
4. Beauty, Skincare, and Consumer goods background is an ASSET
WHAT YOU’D BE DOING IN THIS ROLE
5. Provide direct support to 3-6 Service Expert Associates, ensuring that standard operating policies and procedures are adhered to
6. Lead team meetings as well as 1:1’s to share experiences, provide feedback, share best practices
7. Present unique solutions for order and tech-related customer enquiries via phone, email, live chat, and social media with the highest degree of courtesy and professionalism. Providing phone coverage when needed
8. Investigate issues from team members who are unable to resolve and provide real-time solutions
9. Manage customer relationships by serving as the first point of contact for tier 2 escalations, and work in collaboration with the Customer Happiness Manager when required to resolve complex customer scenarios
10. Identify areas of opportunity and future customer requirements by establishing rapport with potential and current customers
11. Work alongside department leadership on team initiatives such as training, coaching, recruitment, career growth and develop teams to exceed established targets across the department
12. Review, grade and provide quality coaching to Service Expert Associates on handled customer interactions via supported channels according to the standard operating procedures to enhance the customer experience
13. Maintain customer records, track customer trends, complete reports, and provide insights to department leadership
14. Collaborate regularly and provide feedback to E-Commerce Operations, Transportation, and Digital/Online teams to deepen your knowledge of our internal processes, ways of working, and service offering to deliver a memorable and positive customer experience
15. Remain up to date with basic product knowledge, company initiatives, activations and campaigns
SKILLS AND QUALIFICATIONS NEEDED TO GET THE JOB DONE
16. Management experience in customer service support is preferred
17. Strong problem solver and negotiator which is an asset to resolving complex customer service cases
18. Intermediate computer skills in various software and web-based applications (MS Office, Google Suite, Salesforce, etc.)
19. 1-2 years’ experience in a leadership capacity in customer service is considered an asset
20. Strong leadership skills relevant education OR equivalent experience in customer service is an asset to coach and mentor employees
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 are a few of our favorite perks and benefits, in no particular order…
21. Generous Vacation and Personal Days, plus additional time off for volunteering in your community, voting, peaceful protesting, celebrating your birthday, and more.
22. 6 months of paid time off for new parents (inclusive of all genders).
23. Unlimited access to an Employee Assistance Program that includes mental health care, mindfulness programs, and more.
24. Access to Development Grants & a LinkedIn Learning membership to help you keep growing and learning.
25. First dibs on new products.
26. A generous discount on DECIEM products for you, your family, and your friends.