Consumer Care Specialist Toronto
Are you a kid at heart looking to build a career with a leading global children's entertainment company?
At Spin Master, our unwavering commitment to open mindedness, integrity and innovation is a great part of what has made us an industry leader.
How do we stay ahead of the pack? By hiring the best and brightest minds and that’s why we want you!
What’s it like to work here?
Spin Master is a fast-paced, hands-on organization that provides many great opportunities for impactful decision-making;
though our challenging start-up atmosphere isn’t for everyone, we have a proven record of opportunities for future advancement and internal transfers for our passionate and results driven team.
The Job : What we can expect from you :
Tier 2 Phone / Email Responsibilities :
Resolve escalated matters and general inquiries routed from Tier 1 frontline agents
Create incidents in Right Now CRM - Record, monitor, maintain and close incidents quest tickets ensuring the completeness and accuracy of the information captured
Provide timely and proficient support to Tier 1 frontline agents and follow-up on outstanding incidents and escalations issues in accordance with established procedures
Meet or exceed all Key Performance Indicators (KPI) by adhering to individual and team productivity and quality standards
Perform additional duties as required, including but not limited to : Brand Training Presentations, Quality Assurance tracking
Social Media and Online Chat / Review Responsibilities :
Work independently to manage communication channels including, but not limited to Facebook, Twitter, YouTube and Instagram
Manage our retailer online reviews of all Spin Master products including Amazon, Target, Walmart, etc.
Report on customer engagement and satisfaction levels, and make recommendations on areas of key concern accordingly
Provide general reporting and analytics on team performance and any significant trends to the appropriate departments within the organization
Shipping Responsibilities :
Process assigned customer orders in SAP and manage through to shipment in a timely and accurate manner.
Respond to inquiries from Tier 1 Front Line agents on tracking of deliveries and other order related information request.
Process all required paperwork associated with shipping orders, i.e. Commercial Invoices
Meet or exceed all shipping Key Performance Indicators (KPI) by adhering to individual and team productivity and quality standards
Perform additional duties as required, including but not limited to : Scheduling customer quality assurance pick ups
A service minded individual who understands the importance of delivering memorable consumer experiences
Someone who is passionate about toys and has drive and motivation to succeed and always go above and beyond
Someone who has pizzazz and presence you’re on the front lines!
A resilient and adaptable personality. Sometimes volumes are high and situations can be complex but nothing gets you down
A true go-getter that takes initiative and is always prepared for today, tomorrow and the future!
Creative thinker who can think outside the box
Excellent verbal and written communication skills
Excellent conflict resolution and negotiation skills, including previous experience in de-escalating consumer concerns
Ability to multitask and adapt to changes quickly
Strong active listening and comprehension skills
Minimum of 2-3 years of Customer Service experience
Previous call centre experience is a definite asset
Experience working with social media platforms using monitoring tools
Experience working with SAP or similar system experience
Experience working with Order Management and Customer Relationship Management systems
Experience with Microsoft Applications, specifically Outlook, Excel, PowerPoint
What you can expect from us :
Our mission is to Make Life More Fun with a vision to push the boundaries of innovation, creativity, and fun. From top leadership to new and veteran team members alike, everyone at Spin Master embodies our Core Values :
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