Consumer Services Rep

Consumer Services Rep (m/f/d)

USA / Charlotte Hybrid

Consumer Services Rep (Charlotte, NC / Hybrid)

WHO WE ARE:

CYBEX is a global leader in child safety and a lifestyle brand known for innovation, excellence, and style. We offer a wide range of products, including car seats, baby carriers, children's furniture, and strollers, all designed to provide parents with safety and confidence. As we rapidly expand, we are seeking dynamic professionals to join our culturally diverse team of over 29 nations. At CYBEX, we are shaping the future of child safety while resonating with parents worldwide. Join us and be part of our success story.

WHAT WE OFFER:

CYBEX is committed to the well-being of our employees, offering a comprehensive benefits package that includes medical, dental, and vision coverage, a 401(k) with a generous company match, paid time off, and flexible work arrangements. We also support professional development through ongoing opportunities.

For working parents, we provide generous parental leave, flexible working options, healthcare coverage, competitive retirement benefits, and even cover the first six months of diaper expenses for new parents. We believe in work-life balance and ensuring our employees are supported both personally and professionally.

WHO WE ARE LOOKING FOR:

Consumer Services Rep will be responsible for answering and processing incoming inquiries across multiple channels. They will assist with inquiries on orders placed online, product guidance, product installation and warranty claims service. The CSR is responsible for providing an excellent customer experience by building a rapport with our consumers and providing solutions to our customers.

Your areas of responsibilities:

· Ensure a first-class customer service experience by handling the response to customer inquiries with care and attention to detail.

· Work with and engage with consumers across multiple channels (phone, email, social media, and Car seat installation instruction via Video Appointments).

· Provide answers consumer inquiries on the entire product portfolio and the brands under Goodbaby Intl. with expert care.

· Document information and order replacement parts/products to facilitate consumer inquires.

· Become a product knowledge expert to assist customers through the warranty claim process through continuous learning via training sessions, working with product & quality teams, etc.

· Direct inquiries and unresolved issues to the specialized department and collect the relevant.

Your profile of qualification:

· Excellent typing, written, verbal and communication skills.

· Friendly, enthusiastic attitude, positive team player, punctual, open to constructive feedback and taking direction.

· Ability to demonstrate a high degree of courtesy, and professionalism while resolving customer issues.

· Must be able to communicate with consumers on the phone, email, and video services. High school diploma or equivalent; related experience and/or training.

· Previous service or contact center experience or social media or Community Management is a plus.

· Prior technical experience with Salesforce Service Cloud or SAP is a plus.

· Must be able to sit and/or stand for extended periods of time.

· Must be able to operate a computer and other office productivity machinery such as copy machine, computer printer, phone / headset throughout the business day

· Must be able to lift object up to 40 pounds ocasionally

Accommodations disclosure:

CYBEX is committed to providing equal employment opportunities to all qualified individuals. If you are an individual with a disability and need an accommodation to complete the application or interview process, please contact Human Resources at [email protected]. We are happy to assist you to ensure accessibility.