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Consumer Care Officer

Dorel Australia - Sunshine West, VIC

Customer Service & Call Centre
Source: uWorkin


Globally we are the leading supplier of juvenile infant products. In Australia, we are a leading supplier of child restraint systems and nursery products and our brands Maxi-Cosi, Safety 1st, Tiny Love and Mother’s Choice, are highly sought-after.

An exciting opportunity is available immediately for an experienced Consumer Care Specialist to join our Consumer Engagement Team. 

We are looking for a passionate, motivated, and an energetic “Superstar” to engage with our consumers at a personal and emotional level. As the Consumer Care Officer, you will be responsible for driving a high level of consumer advocacy with our consumers, build long lasting relationships with our retail partners and help drive sales conversion. The Consumer engagement team is the main hub for all incoming consumer and retailer inquiries and the beating heart of the business. 

We offer a professional workplace within a fast paced environment and great team culture.

“We are Loud, Energetic and Move Mountains for our Consumers”.

Your responsibilities will include:

  • Handling all Incoming/outgoing phone-based consumer/retailer queries 
  • Handling all web-based enquiries via ‘Zendesk ticket platform’
  • Interacting directly with consumers via ‘Live Chat - Zendesk’
  • Sales Order Entries, Quotes and process Returns.
  • Educate our consumers about our product range, features, benefits, usability, availability and help with purchasing decisions.
  • Providing Sales support for the Sales Team

The successful candidate will have:

  • Minimum 3 years demonstrated experience in a phone based customer service environment
  • Ideally demonstrated experience using ‘live chat’ platforms ‘Zendesk, Hootsuite etc’
  • Strong understanding of consumer life cycle, and maximising lifetime value.
  • Demonstrated experience in engaging with consumers on social media platforms.
  • Highly self-motivated individual with a positive, 'Can Do' attitude
  • A professional demeanour and consumer service orientated
  • Strong Microsoft Excel skills and ability to analyse data
  • Accuracy with data entry and strong attention to detail
  • Ability and willingness to use initiative, learn new tasks and concepts quickly
  • E-commerce experience favourable but not essential
  • Excellent Team player with a strong work ethic 

Infant and juvenile product knowledge preferred but not essential.

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 to our future. We invite you to grow with us!

Sunshine West, VIC

Customer Service & Call Centre


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