Consumer Care Representative (M/F/D)

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

Benefits offered by this job

Health insurance

Hybrid work model up to 3 days

26 days annual leave

15 months salary per year

Job summary

Dorel Juvenile is seeking a Consumer Care professional to handle inquiries and resolve issues across phone, email, chat, and social media. You will deliver helpful product information, troubleshoot, and document interactions in the CRM.

This role emphasizes empathy, clear communication, and customer satisfaction. The position is 40 hours per week, with hybrid work up to 3 days and 2 days in the office, and includes 26 days of annual leave, health insurance, and additional partnerships.

Qualifications

• 2 years of experience in customer service, consumer care, or related roles.
• Fluent in English (mandatory).
• Excellent communication and interpersonal skills with empathy and rapport.
• Strong problem-solving and customer-focused mindset; data handling skills.

Responsibilities

• Respond promptly to consumer inquiries via phone, email, chat, or social media.
• Listen attentively, empathize, and resolve issues to the customer’s satisfaction.
• Provide product information, usage instructions, and troubleshooting guidance.
• Monitor back orders, inform about new products, delivery times, price changes; support sales.
• Document interactions and resolutions in the CRM for tracking and reporting.

Skills

2 years of experience in customer

Fluent in English

Excellent communication

Problem-solving

Tools

CRM software

Microsoft Office Suite

Job description

About Us

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;
• Fluent in English (mandatory);
• 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!

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