Senior Customer Experience Specialist — Service & Insights

Hasbro, Inc.; Australia; Remote; AUD 80,000 - 100,000; Full time

Job summary

Hasbro, Inc. in Australia seeks a Customer Service Representative to be the frontline ambassador for our brand, resolving inquiries and maintaining positive relationships with customers and internal stakeholders.

You will process orders, analyze performance data with Excel and Power BI, collaborate with sales and logistics, and drive continuous improvement while upholding company policies.

Qualifications

• Proven 5+ years of customer service experience with process improvement.
• Strong data skills to understand data trends and drive insights.
• Excellent communication and stakeholder collaboration abilities.
• Detail-oriented with proactive problem-solving in a fast-paced environment.

Responsibilities

• Interact with external customers & internal stakeholders to provide assistance, orders, product information and issue resolution.
• Receive, process, and manage customer orders accurately using internal systems and coordinate delivery.
• Investigate and resolve complaints and escalations, owning issues until resolved.
• Maintain knowledge of Hasbro's product catalog, features, benefits, and availability.
• Adhere to policies for order processing, returns, exchanges and service standards.
• Collaborate with sales, marketing and product teams to improve customer experience.
• Document customer interactions and maintain detailed records for reference and analysis.
• Identify opportunities to improve processes and drive cost savings.
• Stay updated on product releases and promotions through ongoing training.
• Meet or exceed KPIs related to customer satisfaction, response times, and accuracy.

Skills

Strong communication

Data analysis

Prioritize tasks

Independent worker

Detail oriented

Tools

Excel

Power BI

SAP

Job description

Hasbro, Inc. in Australia seeks a Customer Service Representative to be the frontline ambassador for our brand, resolving inquiries and maintaining positive relationships with customers and internal stakeholders.

You will process orders, analyze performance data with Excel and Power BI, collaborate with sales and logistics, and drive continuous improvement while upholding company policies.