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About the Role

Act as an elevated support tier to resolve complex case escalations across phone, email, and live chat. Manage our social media presence and respond to critical online reviews, ensuring a positive experience for our consumers across all retail and digital platforms.

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.

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.

Work Type

• Hybrid

Salary/Compensations

• $45,000 to $47,000 Per Annum

Benefits

• Growth and Career Opportunities
• Flexible Work Hours
• Innovation, Collaboration and Fun
• Comprehensive Benefits
• Other fun Perks!

About the Company

• Spin Master is a leading global children's toy, entertainment and digital gaming company.
• Our unwavering commitment to open mindedness, integrity and innovation is a great part of what has made us an industry leader.
• Our mission is to Make Life More Fun with a vision to push the boundaries of innovation, creativity, and fun.
• 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.

Equal Opportunity

• Everyone is welcome in our sandbox and we are committed to an accessible and inclusive hiring process that provides reasonable accommodation to all applicants.
• Spin Master strives to create an accessible and inclusive application and selection process and is committed to working with and providing reasonable accommodation to job applicants who may require provisions to participate in the recruitment, selection and/or assessment processes. Should you require an accommodation, please contact our Talent Acquisition team, by email at TAinquiries@spinmaster.com or by phone at 416 364-6002 and we will work with you to meet your accessibility needs.