The Skin Service Specialist brings the business's vision of enhancing wellbeing to life by delivering expert, personalised product guidance to consumers across digital channels. Customer contact experience involves responding to product-related enquiries through approved channels including email, live chat and social direct messages, creating positive and personalised interactions, achieving response and resolution targets, routing non-skin enquiries appropriately, supporting Customer Service overflow and compiling feedback and performance reporting. Consultation services and shopping experience covers delivering virtual personalised product consultations, acting as a skin and product knowledge champion, providing tailored recommendations across regulated TGA and non-TGA ranges, ensuring compliance when advising on regulated products, and supporting face-to-face events and activations when scheduled.

The role has direct impact on customer satisfaction,



brand loyalty and conversion, and on the quality of insight flowing back to the business. It works closely with Sales, Marketing and Brand, and Training and Product teams internally, and with consumers and retail partners externally. Decision-making is focused on the consultation experience and product recommendations, which the specialist owns, while handling complex or regulated enquiries and prioritising training under guidance, and escalating health complaints, adverse reactions, service escalations and technical product queries.

There is no direct financial accountability. Success is measured by consistently superior customer experiences, compliant and accurate advice, and meaningful contribution to engagement and continuous improvement across the team.

📌 Skin Service Specialist (Gold Coast)
🏢 Axia Beauty
📍 Gold Coast