Consumer Care Specialist

What will you work on?

Working alongside a dynamic team of Consumer Care Specialists, this role will assist with delivering positive and memorable consumer experiences and supporting the overall satisfaction of Spin Master consumers globally Act as an elevated level of support to resolve all concerns on social media/online reviews, replacement shipment orders/quality assurance samples, and  case escalations, while ensuring all case handling procedures are followed correctly.

How will you create impact?

• Provide customers with effective and timely first-level product support
• Manage and resolve customer inquiries while using the appropriate procedures and solutions
• Professionally managing the transfer of the customer to appropriate resources for further problem analysis and resolution
• Accurately completing appropriate documentation for each call / transaction, including manufacture date codes, date of purchase etc.
• Being the ‘voice’ of “client”, responding to customer inquiries in a pleasant, courteous, professional and well-informed manner
• Keeping informed of different emerging “client” products and providing information about “client” products as requested and/or as otherwise appropriate.

What are your skills and experience?

• Social media experience (professionally or personally)
• Experience working with customer or client facing initiatives, tasks or projects
• Experience with Microsoft Applications, including Outlook, Excel and PowerPoint
• Experience with social listening and monitoring tools is a definite asset
• Experience with a customer relationship management (CRM) or order management systems is a definite asset
• Flexibility on hours between 9:00am to 8:00pm, including weekdays and weekends, and during statuary holidays throughout the year

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