Does a LEGO® Sunflower need direct sunlight?
Customer Advisors in our Singapore office get asked questions like these and hundreds more every day by LEGO® fans. As well as helping with quirky queries like this, they also spark imaginations and their advice makes a whole world of difference to our customers’ latest build ideas.
We spoke to Helmy, Sophie, Ami, Hamy and Maria to find out how they do what they do best.
“It helps if you care about what you do. Listening and bringing your own personal touch, for me, is the secret of excellent customer service. It’s helpful to empathise and I always aim to make what I do super fun. I love how I can use my knowledge to engage with people; knowing that I’ve solved a problem for them - that’s amazing!
“One time, I helped a mum who was caring for her child while she was sick with Covid. She was having a pretty tough time. After we spoke, I sent her a goodwill gift card. It touched my heart when she wrote back to tell me how much it had meant to her son.”
Helmy
Sophie prides herself on being big on the little things.
“When customers hit a snag, as a Customer Service Advisor, you have to know how to fix it. This is where attention to detail comes into its own. If someone finds a LEGO set isn’t working for them, I scan right through their build to find the problem. That way, they don’t have to start over.”
Sophie
As a Customer Service Specialist, Ami brings a wealth of experience to help her team.
“These days, I help my team do their best for customers. But I have so many fond memories and stories from when I was in their role. I remember getting a postcard from one boy I’d helped with a LEGO® Technic build. He was so proud - a year later, I got another he sent to show me his latest project.
“It’s all about finding the right solution. Sometimes I help my team, sometimes they support me. So it works both ways. A second pair of eyes always helps.”
Ami
Customer Service Advisors speak to people from everywhere, so Hamy’s language skills are a big plus:
“I speak three languages - English, Mandarin and Cantonese. This is a huge help when you work for a global brand. Once I took a call from a man who spoke very little English. He was getting so stressed about it but then I heard him speaking Cantonese to his family - so I switched languages. He was so happy.”
Hamy
And Maria? If she can make a customer happy, then she is too.
“I feel so lucky to work with such supportive people. We brainstorm together on more complex builds - and there’s always another resource to call on or an expert on hand. We come from all kinds of backgrounds and age groups; I’m learning so much.”
Maria
Who knows, maybe you share some of our colleagues' qualities. Perhaps you love the idea of making people smile all over the world. If you can tell us what you think makes for outstanding customer service, show us for real and join them. Check out our current opportunities.
Just imagine building your dream career.
Now make it real.
Join the LEGO® team today