Consumer Care Representative (M/F/D)

Dorel Juvenile Group; Vila do Conde; Hybrid; EUR 18,000 - 20,000; Full time

Benefits offered by this job

Health insurance

Bus access

Gym partnerships

Wellness services

Job summary

Dorel Juvenile in Portugal is seeking a Consumer Care professional to be the primary contact for consumers seeking assistance with our products and services. You will address inquiries, resolve issues, and ensure a positive customer experience at every interaction.

Key responsibilities include responding via phone, email, chat, or social channels; listening to concerns; providing product information and troubleshooting guidance; and documenting interactions in the CRM system to track

Qualifications

• 2 years of experience in customer service or related roles.
• Excellent communication and interpersonal skills with the ability to empathize across channels.
• Strong problem-solving and customer-focused mindset.
• Proficiency in CRM software and Microsoft Office Suite.

Responsibilities

• Respond to consumer inquiries via phone, email, chat, or social media with accurate, helpful assistance.
• Listen to concerns, empathize, and resolve issues to the customer's satisfaction.
• Provide product information, usage instructions, and troubleshooting guidance to consumers.
• Monitor back order files, inform about new products, delivery times, and price changes to encourage sales.
• Document consumer interactions and resolutions in the CRM system.
• Stay informed about products, policies, and participate in ongoing training.

Skills

CRM software

Communication skills

Interpersonal skills

Problem solving

Tools

Microsoft Office

Job description

Dorel Juvenile is the world's leading juvenile products company. Our products are available in more than 100 countries. We help families live carefree lives by providing them with juvenile products that rank highest in consumer reviews. That's what sets our products apart; durable, helpful, and caring.

Your mission

As a Consumer Care, you will serve as the primary point of contact for consumers seeking assistance with our products and services. You will be responsible for addressing consumer inquiries, resolving issues, and ensuring a positive customer experience at every interaction.

Key responsibilities

• Respond promptly to consumer inquiries via phone, email, chat, or social media channels, providing accurate, helpful and customized assistance;
• Listen attentively to consumer concerns, empathize with their needs, and strive to resolve issues to their satisfaction;
• Provide product information, usage instructions, and troubleshooting guidance to consumers, ensuring they have a positive experience with our products;
• You monitor the back order file of customers, you inform them about new products, delivery times, products/price changes and do everything in your power to encourage sales;
• Document consumer interactions, complaints, and resolutions accurately in the customer relationship management (CRM) system for tracking and reporting purposes;
• Stay informed about our products, policies, and procedures, participating in ongoing training and development opportunities to enhance product knowledge and customer service skills.

Your profile

• 2 years of experience in customer service, consumer care, or related roles;
• Excellent communication and interpersonal skills, with the ability to empathize with consumers, build rapport, and communicate effectively across diverse channels;
• Strong problem-solving and decision-making abilities, with a customer-focused mindset and a commitment to delivering exceptional service;
• Proficiency in customer relationship management (CRM) software, Microsoft Office Suite, and other relevant tools for managing consumer interactions and data;

What we offer

• A salary between 18.000€ and 19.800€ gross annual, based on your experience and knowledge, with room to grow.
• This is a position for 40 hours per week.
• You are eligible for 15 months every year.
• The option is to work hybrid up to 3 days, with 2 joint office days.
• The entitlement to annual leave can be up to 26 days, according to internal policy.
• Other benefits include health insurance (covering the employee), bus and several partnerships, such as with gyms, clinics offering wellness services, banks, and more.

Are you ready to grow with us?

The people behind our products and brands make Dorel Juvenile an even stronger company. We are extending our leading market position and believe team spirit, personal drive, and accountability can make a real difference in achieving sustainable growth. This is essential for our future. We invite you to grow with us!

Do you want to be part of the growth of the next generation? Dorel needs your contribution!