Customer Service Consultant

Customer Service Consultant – Consumer Care

At Essity, we are committed to providing care, comfort, and confidence for our customers every day. We are looking for a compassionate and dedicated Customer Service Consultant to join our Consumer Care Team in Springvale.

This role is essential in delivering a seamless and empathetic customer experience, fostering trust, and ensuring that every consumer interaction is handled with patience, professionalism, and a personal touch.

About the Role:

As a Customer Service Consultant for Consumer Care, you will be the friendly and knowledgeable voice of our brand, helping customers of all ages – including a large demographic of senior consumers – feel supported, respected, and understood. You will handle a variety of consumer inquiries, from product questions and order support via Shopify, to troubleshooting and providing practical solutions.

Your role will require balancing efficiency with empathy, ensuring our customers not only receive answers, but also feel heard and valued. You will respond to calls, emails, and online messages with a customer-first mindset, and will be a key player in improving processes to make every interaction smoother.

What You Will Do:

• Process consumer orders and inquiries accurately and efficiently through Shopify and other order management systems.
• Provide patient, clear, and respectful communication, particularly when assisting elderly consumers or customers with unique needs.
• Manage product and service inquiries, offering tailored advice, product alternatives, and practical solutions.
• Communicate supply information, stock updates, and substitutions, liaising with internal teams for the best customer outcomes.
• Maintain accurate customer records and order data to ensure smooth follow-up and issue resolution.
• Respond promptly to customer contacts via phone, email, and online platforms, meeting service and quality KPIs.
• Provide first-level troubleshooting and user guidance for online ordering and product queries.
• Collaborate with the team to enhance service delivery processes, identifying opportunities for improvement.

Who You Are:

You bring 1–2 years' experience in customer service, ideally within a consumer-focused or e-commerce environment. You are comfortable with both technology and human connection, with the ability to communicate warmly and effectively. You also have:

• Patience and empathy when supporting senior customers or those with accessibility needs.
• Strong listening skills, able to translate complex information into simple, friendly language.
• Proficiency in Shopify and MS Office, with SAP experience highly regarded.
• Solid time management skills and the ability to remain calm under pressure.
• A detail-oriented, solutions-focused mindset with a passion for helping people.
• Experience in consumer products.

What We Can Offer You:

Our purpose, Breaking Barriers to Well-Being, gives meaning to everything we do. Join us to improve lives and create positive change for both society and the environment.

At Essity, you will feel valued, supported, and encouraged to grow – while making a difference for our customers every day.

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