Customer Care Advisor

About us

At Dorel Juvenile Europe, we create innovative products and services for growing children. Our strong brands Maxi-Cosi, Bebeconfort, Tiny Love and Safety 1st can be found in over 80 countries worldwide and it is our ambition to extend our leading position in the market.

Within the Consumer Care department of our UK office (based in Bury St Edmunds), we currently have an opening for a proactive and enthusiastic Customer Care Advisor. The position reports directly to the Team Leader Consumer Care based in Portugal.

Please note: this position is located in our Bury St. Edmunds office. We are looking for someone in the area.

Your mission

As a Customer Care Advisor, you amaze our consumers by providing excellent service and surpassing their expectations. 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.
• You propose improvements in response to customer questions and recognize opportunities that can lead to improvement of our processes.
• Stay informed about our products, policies, and procedures, participating in ongoing training and development opportunities to enhance product knowledge and customer service skills.
• You register improvements through internal systems. In this way you make Dorel every day a little bit better for our customers.

Your profile

• You have some years of relevant work experience in a service-oriented role.
• You have excellent communication and writing skills in English. Any other European language will be a plus.
• 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.

Are you ready to grow with us?

• A fulltime position at our office in Bury st. Edmunds.
• Working hybrid is an option. Our working hours are 9-5.
• A salary between 20 and 21K a year depending on your knowledge and background.
• A contract for an indefinite period, with a six-month probation time.
• Working in a vibrant and close team, with colleagues that welcome you with open arms.

Are you ready to grow with us?

Working at a Top Employer 

We are thrilled to have been officially certified as a 'Top Employer' for 2023 for our Dorel Juvenile Europe HQ in the Netherlands! This remarkable achievement is a testament to our collective dedication and hard work. This is a team effort, and we couldn't be prouder of the incredible team we have. For you as a soon-to-be DJE team member, this means we prioritize your well-being, development, and experience at Dorel Juvenile.  

Being recognized as a Top Employer is a clear validation of our commitment to creating an exceptional work environment. This certification highlights our dedication to enriching our workplace through proven people experiences, aligning with our ambition to become the Employer of Choice. Our People Strategy, designed with your needs in mind, prioritizes connection, clear communication, development, and learning. Please ask us about this during your interview process.  

For more information, visit the Top Employers Institute's website. 

About Dorel Juvenile

Dorel Juvenile is the world's leading juvenile products company. Our well-known products and strong brands Max-Cosi and Tiny Love are complemented by regional brands and are available in more than 100 countries.

We are proud to work with 2.700 highly driven professionals in 25 different countries. All our talented employees share the same mission: to Care for Precious Life. We help families live carefree lives by providing them with juvenile products with the highest safety and comfort standards.

Our frontrunner mentality matches our position as a global market leader. Being first means we forge our own path; we explore new ways to enhance our brands. We are continuously reinforcing our leading position and believe that team spirit, personal drive, and accountability can make a real difference in achieving sustainable growth. A vital element of our daily operations is the strong connection we maintain with our consumers. We engage with them wherever they are, so they will always benefit from our products and services, even in ways they did not expect.