Consumer Care specialist

at  Fiskars

At Fiskars Group we are unified and driven by our common purpose: pioneering design to make the everyday extraordinary. Join our team and seize the extraordinary opportunity to influence the everyday!
Purpose & Overall relevance for the Organization
As a Consumer Care specialist your role is integral to create a premium consumer care experience to our consumers. Your role as well entails actively participating in the operational excellence initiatives with purpose to drive efficiency, ensure service quality and continuity of operations.
Key Responsibilities
Maintain a positive, empathetic, and professional attitude toward consumer at all times, ensuring best possible consumer experience & engagement. Handle incoming consumer inquiries via different communication channels (emails, phones, chats etc.) in a timely manner. When necessary proceed with outbound contacts to follow-up on open consumer inquiry with objective to find best possible solution. Identify consumer needs, research issues, resolve complaints, and provide solutions. Ensure consumer satisfaction and provide professional consumer support. Learn & follow processes, procedures, policies and best practices. Maintain ownership of consumer contacts throughout the lifecycle of a request, including follow-ups with escalation team. Meet daily qualitative and quantitative targets, achieve all objectives for service, productivity, and quality Identify opportunities for driving sales and revenue of the company’s existing product suite, and seize opportunities to upsell when appropriate. Create and maintain record of every consumer contacts and remedial actions taken, using provided tools / case management system. Recommend improvements for systems and processes to boost organizational efficiency. Play an active role in driving continuous process & efficiency improvements within the Consumer care team & cross-functionally. Be a team player, support colleagues when needed.

Knowledge, Skills & Abilities

• Suitable degree, commercial education (Bachelor level) or similar, relevant experience
• Previous experience in end-consumer interactions , including but not limited to managing consumer inquiries, understanding consumer needs and sales assistance.
• Genuine passion for consumer support & consumer experience continuous improvements
• Excellent communication skills (written, verbal)
• Organized, goal oriented, with team player mindset
• Troubleshooting and multitasking skills
• Willingness to learn new and approach topics proactively
• SAP and/or Salesforce Service Cloud (or any other consumer contact/case management system) at experienced user level
• Previous experience in interacting with international consumers is a plus
• Experience in ecommerce (working dynamics, process handling etc.) is a plus
• Danish and English - fluent both verbally and written

How to Apply:
Please apply with your CV in English through our Career Portal. To protect your personal data we only process applications through our career site.
Last day of application:
2024-05-03

At Fiskars, we value providing benefits that matter to you and cater to our diverse global workforce, no matter where you are in the world. While benefits may vary based on location, here are some of the incredible offerings you can expect when joining our team:
Competitive Compensation: We ensure that our employees are fairly compensated based on industry standards and local market factors.
Health and Wellness: Your well-being matters to us, no matter where you are. We offer various health and well-being focused programs and coverage, adapted to the requirements of each region.
Work-Life Balance: We understand the need for balance in your life. Our paid time off plans and flexible work arrangements and policies are designed to accommodate local customs and personal commitments, enabling you to thrive in both your professional and personal life.
Professional Development: We believe in nurturing talent and supporting professional growth. Through training programs, skill development initiatives and learning resources, we empower our employees to reach their full potential.
Inclusive and Diverse Environment: We value diversity and promote inclusivity. Join a workplace where your unique background and perspectives are celebrated, fostering collaboration and respect across all our markets.
Recognition and Rewards: We believe in celebrating and recognizing the contributions of our employees worldwide. Our recognition programs are designed to acknowledge exceptional performance and achievements, ensuring that your efforts are celebrated and valued.
Vested Interest: Through our Employee Share Purchase Plan (ESPP), you have the opportunity to invest in Fiskars Group and become a proud co-owner, sharing in the success and growth of the company.
Employee Discounts: We want to ensure our team members make each day the extraordinary with use of our products and offer product discounts across our brands.
Please note that specific benefits may vary based on local regulations, market conditions, and other factors. We are committed to providing competitive and meaningful benefits to our employees in every market we operate.

Fiskars Group is the global home of design-driven brands for indoor and outdoor living. Our brands include Fiskars, Gerber, Iittala, Royal Copenhagen, Moomin by Arabia, Waterford, and Wedgwood. Our brands are present in more than 100 countries and we have more than 350 own stores. We have 7,000 employees and our global net sales in 2022 were EUR 1.2 billion.
We are driven by our common purpose: Pioneering design to make the everyday extraordinary. Since 1649, we have designed products of timeless, purposeful, and functional beauty, while driving innovation and sustainable growth.
Read more:
fiskarsgroup.com

Please refer the Job description for details