Consumer Care Specialist

Spin Master•Toronto, ON

1d•CA$45,000 - CA$47,000•Hybrid

About The Position

Working with our dynamic Consumer Care team, you will act as an elevated support tier to resolve complex case escalations across phone, email, and live chat. You will manage our social media presence and respond to critical online reviews, ensuring a positive experience for our consumers across all retail and digital platforms.

Requirements

Previous experience in a customer service or consumer care environment.
Experience managing professional social media interactions and online communities.
Demonstrated ability to negotiate and de-escalate complex consumer issues.
Flexibility to work rotational shifts, including weekdays and statutory holidays.
Strong verbal and written communication skills with a focus on active listening and comprehension.

Responsibilities

Resolve escalated consumer cases as the secondary support tier for phone, email, and live chat inquiries.
Manage customer service inquiries across social media platforms including Facebook, Instagram, and YouTube.
Respond to critical online reviews and questions on major retail sites and app stores.
Process replacement orders, quality assurance pickups, and shipments in a timely and accurate manner.
Provide tracking updates and inventory statuses to consumers while ensuring all case handling procedures are followed.
Collaborate with internal departments to build strong relationships and resolve consumer issues effectively.