Consumer Services Coordinator

Found in: Resume Library US A2 - 1 week ago


East Aurora New York, United States Mattel Full time
Job Description

The Opportunity: 

 

Mattel is looking for a Consumer Services Coordinator to support the Mattel lines of business at our East Aurora location. Role will handle consumer contact escalations for Mattel and other product lines, ensuring internal teams and third-party support adhere to established metrics when handling consumer issues.

Role will sit at our East Aurora, NY campus. Currently this is a hybrid position that will require you to be on site based on business need.

What Your Impact Will Be: 

 

Respond to Tier 1 agent escalated contacts from our third party. Work with the consumer to resolve the contact in a timely fashion based on service guidelines

Respond to Tier 1 agent inquiries. Ensure agents have knowledge needed to respond appropriately to consumers

Respond to worldwide safety related contacts, including those on social media

Work with QA team to review quality of Tier 1 consumer calls and provide feedback to agents as needed

Ensure orders are processed in a timely manner and follow up with consumers as needed on issues


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