Senior Customer Service Beauty & Wellness Consultant at THE ICONIC

Customer Service, Sydney sydney support
Posted 9 days ago

Senior Customer Service Beauty & Wellness Consultant

At THE ICONIC, we issue the call to live your way, to liberate yourself from meaningless constraints. It’s time to reach for a better tomorrow, to spend less time searching and more time finding. We are inclusive and inspiring and – as your go-to destination for fashion, sport, beauty and more – we exist to liberate our customers through choice.

Our Customer Service Team loves delighting our customers and this passion leads us to go above and beyond in helping our customers every day, in every way! We're a highly motivated, high performing bunch, always looking for ways to improve the customer experience and challenge the status quo, having a lot of fun whilst doing it! We know that things don't always go to plan, but hey, that's what we're here for! It’s one of the primary departments within THE ICONIC who has touchpoints with almost every aspect of the business and is a great area to develop an understanding of how e-commerce works.

What’s involved..

Being a member of the Customer Service Leadership Team at THE ICONIC, you will provide support to our customers and Team Members to troubleshoot a range of enquiries whether it be helping a customer find the right foundation shade, helping locate a missing order or assisting them with how to lodge a return for their items online.

The Senior CS Beauty & Wellness Consultant plays a vital role in upholding and delivering the experience our customers have come to expect and love from us at THE ICONIC and you will be the ultimate champion of our Beauty & Wellness customers and our team.

  • Leading a group of energetic and driven beauty and wellness team members, you are passionate about mentoring your people to achieve success, both as a team and as individuals, investing in their performance, growth, wellbeing and engagement. 
  • Responsible for all Beauty & Wellness related contacts that come through across multiple channels. (phone, email and social media) and respond to on-site product reviews enquiries and ensure the team are all working towards SLAs.
  • You thrive and stay grounded in high pressure situations, rolling up your sleeves and never shying away from a customer escalation, complex situation or when something just doesn’t go right and escalate complaints to relevant internal departments within THE ICONIC, continuing to work directly with our in-house legal team and third party brands to resolve sensitive complaints
  • Proactively reach out to customers that contact via a product review
  • Manage the inbox for Support contacts generated from product review sends
  • Be the point of contact for any support that team members need on Beauty & Wellness contacts
  • Build strong relationships with brand partners to schedule relevant product training for yourself and the wider Beauty Customer Service team.
  • Support the trainer with content creation and training where required
  • Manage all Beauty Consultant service appointments and meet Sales KPIs 

About you…

  • Ability to have difficult conversations, and escalating to the appropriate department when required
  • Previous experience in a customer service role. Experience working in an inbound contact centre environment would be a bonus!
  • 2+ years’ experience leading small to medium sized customer service teams.
  • 3-5+ years’ experience working in the beauty industry. 
  • Skin and/or makeup qualifications are also desired.
  • A passion for customers and providing them an effortless experience
  • Possess a continuous improvement mindset
  • Adaptability and resilience in a dynamic, fast paced environment
  • Exceptional written and oral communication skills, adaptable in a customer, team, internal and external stakeholder setting.
  • Eagerness to learn and a desire to exceed KPI’s
  • Strong problem-solving and ability to take initiative 
  • Solid computer skills (experience using Google Apps and CRM systems such as Zendesk is an advantage)

Life at THE ICONIC...

Our culture of learning is an environment that supports and encourages the collective discovery, sharing and application of knowledge. This helps us to continually improve, achieve goals and attain new possibilities every day. From our ways of working and collaboration to our growth mindset and sustainable approach, we each add unique value and have an incredible amount of fun doing it! To read more about our purpose, mission and principles, please visit our Careers page:

Additional Information: 

We are committed to providing reasonable arrangements to all individuals participating in our application and interview process, and while performing job functions. If you require any accommodations or adjustments prior to the submission of your application or throughout your interview process, please contact our Talent Acquisition team directly: [email protected]

Health and Wellbeing is extremely important to THE ICONIC, so interviewing for this role will be conducted virtually due to COVID-19.