Customer Service Associate – Tier 1 Support

About the role

DECIEM is seeking a customer‑obsessed Associate to deliver empathetic support across phone, email, live chat and social media. You will act as the Tier 1 escalation point, turning customer questions into great experiences while collaborating with e‑Commerce, Product Experience and IT teams.

Key responsibilities

• Provide courteous, professional support via phone, email, live chat and social media.
• Act as Tier 1 escalation for complex order, payment, checkout and technical issues.
• Maintain accurate customer database records and categorize insights.
• Collaborate with cross‑functional teams to resolve issues and share best practices.
• Stay up‑to‑date on product knowledge, brand campaigns and company initiatives.

Required profile

• 1–2 years of experience in a contact‑centre or similar customer‑facing role.
• Strong shop‑floor/customer‑facing experience combined with technical aptitude.
• Excellent time‑management, prioritisation and attention‑to‑detail.
• Effective written and verbal communication skills.

Required skills

• Intermediate proficiency with Outlook.
• Intermediate proficiency with Google Suite.
• Experience using Salesforce.
• Ability to navigate web‑based applications under pressure.

What we offer

• Generous vacation time.
• Employee Assistance Program with mental‑health resources.
• Development grants and LinkedIn Learning membership.
• First access to new products and a discount on DECIEM products.