Consumer Care Representative (M/F/D)

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

Benefits offered by this job

Health insurance

Wellness partnerships

Gym and clinics partnerships

Job summary

Dorel Juvenile in Porto, Portugal, is seeking a Consumer Care professional to handle inquiries across phone, email, chat, and social media, ensuring a positive customer experience. The role emphasizes empathy, problem solving, and accurate CRM documentation, with ongoing training to stay current on products and policies.

The position offers a 40-hour work week, hybrid work up to 3 days with 2 days in the office, and a salary between 18,000€ and 19,800€ gross annually, with benefits including

Qualifications

• 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 CRM software, Microsoft Office Suite, and other relevant tools for managing consumer interactions and data.
• Available for hybrid work.

Responsibilities

• Respond promptly to consumer inquiries via phone, email, chat, or social media, 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.
• Monitor the back order file of customers, inform them about new products, delivery times, products/price changes and encourage sales.
• Document consumer interactions, complaints, and resolutions accurately in the 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.

Skills

Customer service

Communication

Empathy

Problem solving

Tools

CRM software

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.

Your Main Tasks

• 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;
• Available for hybrid work.

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!

Only the candidates with the pretended profile will be contacted in two weeks' time