Customer Service Representative

_{21st August, 2026}

Passionate about people, problem-solving and creating experiences that leave a lasting impression? At Adore Beauty, our customers are at the heart of everything we do. We’re looking for a Customer Service Representative who genuinely cares about helping people and loves turning everyday interactions into exceptional experiences.

The Role

At Adore Beauty, our customers mean everything to us. We’re looking for a Full-Time Customer Service Representative to join our team and help make every customer interaction feel effortless, helpful and genuinely exceptional.
This is a phone-first customer service role, where you’ll be the voice of Adore Beauty for customers who need help with their orders, deliveries, returns, promotions and more. You’ll also support customers via email and chat when required.

You’ll be a problem-solver who represents our brand while helping customers find solutions quickly, making sure they feel heard and supported.

Our Customer Experience team works in a fast-paced, high-volume environment, so you’ll need to be comfortable juggling multiple systems, learning new processes and adapting quickly as our business and customer needs change.

What You’ll Do

• Answer a high volume of customer enquiries, with a primary focus on phone support, as well as email and chat
• Provide friendly, confident and personalised customer service from first contact through to resolution
• Assist customers with enquiries including:
• Order status, shipping and delivery
• Returns and refunds
• Order amendments and order processing
• Promotions, discount codes and rewards
• Checkout, account and subscription enquiries
• Product information and recommendations
• Take ownership of customer enquiries aiming to resolve on first contact wherever possible
• Listen to customers, understand the issue and provide clear, practical solutions and alternatives
• Navigate multiple systems and tools to investigate and resolve customer enquiries accurately
• Follow and apply current policies, processes and procedures
• Stay up to date with promotions, campaigns, brand launches, carriers, warehouse updates and changes across the business
• Identify issues and use initiative to find solutions rather than simply passing customers on
• Escalate complex or recurring issues to the appropriate team when required
• Attend regular team, system and brand training to continually build your knowledge
• Communicate effectively with internal teams to help resolve customer and website-related issues
• Contribute to a positive team environment and support your colleagues during busy periods

Who You Are You’re someone who genuinely enjoys helping people and solving problems. You’re confident speaking with customers, comfortable with technology and thrive in an environment where no two days are exactly the same.

You’ll bring:

• 2+ years’ experience in a customer service or contact centre environment
• Confidence and professionalism when communicating with customers over the phone
• A strong resolution mindset. You enjoy getting to the bottom of an issue and finding the best possible outcome
• Excellent verbal and written communication skills, with strong attention to detail
• Strong computer literacy and the confidence to learn and navigate multiple systems and platforms
• The ability to quickly learn and apply new policies, processes and information
• A proactive, self-starting approach.
• The ability to stay calm, empathetic and solutions-focused when dealing with challenging customer situations
• Strong organisational skills, with the ability to multitask, prioritise and manage your time effectively
• Reliability and a strong commitment to attendance
• The ability to work independently while also being a collaborative team player
• A genuine interest in beauty and the Adore Beauty brand (a passion for beauty is advantageous, but not essential)

How You’ll Be Successful

We’re a high-volume customer experience team, so success in this role comes down to balancing speed, quality and customer care.
You’ll be measured across key areas including:

• Productivity & efficiency — managing your workload and responding to customers efficiently
• Quality & customer satisfaction — delivering accurate, thoughtful and genuinely helpful experiences
• Reliability & attendance — being dependable and consistently available to support our customers
• Customer ownership — taking responsibility for enquiries and working towards resolution

You don’t need to know everything on day one. What matters most is that you’re eager to learn, comfortable with change and confident asking questions and finding answers.

Why Adore Beauty? You’ll join a passionate, supportive Customer Experience team that genuinely cares about our customers and the experience we create for them. You’ll work in a hybrid environment, with the expectation that you’ll be in our office minimum two days per week to connect with the team, collaborate and learn together. 

And of course, if you love beauty, you’ll feel right at home.

Sound like the right next step? Apply now to find out more!