Customer Care Associate

About us 

Advanced Cosmeceuticals Skin Group (ACSG) has been building a portfolio of high-performing cosmeceutical brands for more than 20 years. We partner with more than 2,000 clinics and practices across Australia and New Zealand, along with select retail partners and our own direct-to-consumer channels. 

About the role 

This is a customer service role where every enquiry is yours to resolve. You’ll speak with clinics, skin professionals and consumers by phone and email, take orders and payments, and work with our internal teams to get the answer right the first time. 

What you’ll be doing 

• Answering customer calls and emails promptly and professionally 
• Processing and invoicing orders accurately 
• Taking payments securely over the phone, following compliance requirements 
• Promoting current offers to customers where they fit 
• Handling feedback and escalating to the right team when needed 
• Keeping customer records and ticket data accurate and up to date 
• Helping the team meet service targets for response time, resolution and customer satisfaction 

What you’ll bring 

• 3+ years’ experience in customer service or customer care 
• Call centre or phone support experience 
• A calm, professional phone manner, even on difficult calls 
• A problem-solving approach and the drive to follow every enquiry through to resolution 
• Strong attention to detail with orders, payments and records 
• Confidence with data and reporting, plus Microsoft Office (Outlook, Excel, Word and Teams) 

You’ll really stand out if you have 

• A passion for skincare, backed by experience in the beauty, aesthetics, skincare, wellness or cosmetics industry, which will be highly regarded 
• eCommerce experience, so you understand how online customers shop and what they expect 
• A background in distribution, order fulfilment or logistics-based customer service, so you know what happens after an order is placed 

Working arrangements 

• Hybrid Role with one work-from-home day per week 
• Rotating roster between 8am and 7pm Sydney time – AEST 

Why join ACSG? 

Our purpose is to help our clinic and industry partners grow and succeed. We’re proud of our collaborative, high-performing culture and our values of Care, Initiative, Excellence, Integrity and Accountability. 

• Represent a portfolio of premium, industry-leading skincare brands 
• Join a collaborative, values-driven team 
• Work closely with our Sales, Education, eCommerce and Events teams 
• Make a real difference to the customer experience and to our partners’ success 
• Be part of a growing organisation that’s passionate about innovation, education and results 
• Enjoy exclusive discounts across our premium skincare brands