If you are excited by a fast-paced environment, interacting with customers, solving customer challenges while delivering exceptional service, our Customer Care Representative role may be for you.

As the Customer Care Representative, you will be the face of our brand ensuring every customer interaction reflects ESK Skincare’s commitment to science-backed skincare, unparalleled service and a desire to delight our customers. The ideal candidate will have a strong passion for skincare, a customer-first mindset, and the ability to balance a friendly, approachable demeanor with the professionalism required to resolve issues and provide exceptional service.

Values alignment is non-negotiable. You will be a direct representative of the brand, and it is essential that you embody the values that define ESK Skincare:

• Acting with integrity at all times
• Striving for excellence
• Seeking to surprise and delight our customers

Our mission is to provide evidence-based skincare solutions that genuinely address customer needs. The goal of the Customer Care Team is to ensure every customer feels supported, valued, and confident in their skincare journey.

We take immense pride in the work we do and the impact we have, always striving to create seamless experiences that build loyalty and trust.

KEY RESPONSIBILITIES

Customer Support & Experience

• Respond to customer inquiries via email, phone, social media, and online chat platforms in a timely and professional manner.
• Provide expert advice to customers on skincare products and routines, ensuring they receive personalised recommendations that meet their needs.
• Maintain up-to-date knowledge of skincare trends, products, and ingredients to support customers’ skincare goals effectively.
• Resolve customer issues, ensuring a positive and seamless experience.

Operational Support

• Help maintain and update the customer service knowledge base, FAQs, and product information to ensure accurate and up-to-date resources.
• Document customer interactions and feedback in the customer service platform Hubspot.
• Assist with order tracking, product returns, exchanges, and troubleshooting, ensuring a smooth experience for the customer.
• Participate in improving customer service processes and workflows to ensure efficiency and service excellence.

Team Collaboration

• Work closely with the Customer Care Manager and team to ensure smooth day-to-day operations.
• Collaborate with team members to share customer feedback and ensure consistent service quality.
• Learn and adapt to product updates and service standards to ensure quality support.
• Participate in regular team meetings and training sessions to continuously improve product knowledge and customer service skills.

About You

When it comes to skills and experience, you have:

• A genuine passion for skincare and helping others achieve their skincare goals.
• Excellent communication skills, both verbal and written, with the ability to provide clear, informative, and professional responses.
• 3+ years of experience in customer service, retail, or skincare-related fields is a plus.
• Strong problem-solving skills with the ability to think on your feet and resolve customer issues efficiently.
• Detail-oriented with a strong ability to manage multiple tasks while maintaining quality service.
• Comfortable using various communication platforms and CRM systems.

Why Join Us?

• Opportunities for professional development and career growth within the company.
• Employee discounts on our skincare products.
• A supportive team environment where your passion for skincare can thrive.

ESK Skincare Core Values

Our core values define everything we do. The right person for this role will personally align with them and understand why they are essential for success.

Acting with Integrity at all times
Every decision we make is rooted in science. We don’t follow trends—we follow the evidence.

Our interactions with clients, information shared, and recommendations made, reflect information based on the best available evidence and what is in their best interest.

Seeking to surprise and delight our customers
We genuinely care about our customers and strive to exceed their expectations at every touchpoint. This includes our products, policies and as it relates to customer service - providing contact, assistance, information and advice which exceeds their expectations.

Striving for Excellence
We are never complacent. We are always learning, evolving, and striving for better.

If you are passionate about skincare and customer experience we’d love to hear from you!

Please apply by providing your Resume and a Covering Letter outlining why you feel this is the right role for you to [email protected]