Speaking the language of play fluently: Meet Dragos 🧩
Multilingual Consumer Services Advisor, Dragos tells us that agility, creativity and the ability to adapt are must-haves in his role. He navigates a complex web of consumer queries, while working collaboratively to come up with innovative solutions, all while keeping a playful mindset at the heart of what he does.
"It’s more than just answering queries"
When Dragos first joined us, he thought his role would be a straightforward customer service position. Instead, he discovered something much more dynamic.
“The role, when I first started, I thought it was really just dealing with consumers, you know, and their frustrations or their happy moments. But it’s quite a complex role because you liaise all the time with different departments—whether that be Global Operations Support, Business Insights, or at different levels of the organisation. Our goal is to put the consumer at the core of our activity, and that’s both fascinating and challenging.”
The unpredictable nature of consumer interactions means Dragos has had to develop a unique problem-solving approach—one that balances efficiency with empathy.
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Embracing playfulness and innovation
One of the key aspects of Dragos’ role is finding creative solutions to consumer challenges.
“We try to find innovative ways within our departments and teams to support customer queries in a smooth and efficient way, all while ensuring the experience remains playful. Some solutions work amazingly, others don’t, but that’s part of the learning process. We’re all here to grow together.”
He thrives on this balance between structure and improvisation, using every interaction as an opportunity to learn and improve.
"Modulating your approach is key"
One core skill Dragos has mastered is adapting his communication style to suit different types of consumers.
“When talking to customers, you have to adjust your tone based on who you’re speaking to. You may be helping a child who’s struggling with a building step, a parent frustrated about a missing birthday gift, or an institution needing a more formal approach. The key is to understand the situation quickly and respond accordingly.”
This ability to flex his communication style ensures every customer feels heard and valued.
Collaboration is the backbone of outstanding service
While Dragos enjoys direct consumer interactions, he recognises that true success comes from teamwork.
“Communication is at the core of everything we do. Sometimes we need a solution immediately, like a refund that hasn’t processed correctly, and that requires real-time coordination across teams. We work as one, ensuring the best possible outcome for the consumer.”
The close-knit, collaborative environment is something Dragos values deeply, knowing that each department plays a critical role in delivering seamless service.
Building a career on continuous learning
For Dragos, working in Consumer Engagement has opened up countless opportunities for growth.
“There are so many career paths for a multilingual advisor. You can progress within Consumer and Shopper Engagement or move into marketing, community management, business insights, or support different projects. There’s always something new to explore. Plus, we have an Individual Development Plan (IDP) that allows us to dedicate time to learning—whether that’s through LinkedIn courses, shadowing other departments, or mentorship.”
This culture of development has allowed him to continuously refine his skills and expand his career possibilities.
“Our customers’ experiences help to shape us"
One of the most rewarding aspects of Dragos’ role is seeing how consumer feedback influences the LEGO Group’s evolution.
“We feel everything around our brand. We hear consumers’ opinions first, and their feedback allows us to grow—not just as a company, but as individuals. Whether it’s about building instructions, product design, or customer service improvements, their input drives meaningful change.
“For me, being here is more than just a job—it’s a constantly evolving adventure in problem-solving, collaboration, and playful innovation. And through my work, I’m helping ensure that every LEGO® experience is as good as it gets.
Just imagine your LEGO® career.