- Customer Service
Bringing joy to every customer: Meet Safae 💡
Consumer Engagement Advisor, Safae, gets a lot out of helping customers navigate their issues. But for her, ensuring that every interaction leaves a lasting, positive impression goes beyond problem solving. It’s about creating consumer happiness through moments of joy.
"My one and only objective is to make consumers happy"
Safae’s approach to customer service is simple yet powerful: focus on empathy, efficiency, and understanding.
“My daily routine starts at 8am. From that moment on, my goal is to bring happiness to every consumer I speak with. Whether it’s solving a missing order, guiding them through a product enquiry, or just reassuring them that we care, I want every customer to leave the conversation feeling valued.
“We’re here to care, we’re here to empathise.”
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Going Beyond Transactions—Creating Meaningful Moments
For Safae, the most rewarding calls are those where she can make a real impact, especially when children are involved.
“There’s nothing worse than a child eagerly waiting for their LEGO® set and then being disappointed when something goes wrong. Whether it’s a lost shipment or an unavailable set, I do everything in my power to turn that disappointment into excitement again. Sometimes, that means finding a creative solution—like offering an alternative product—to bring back the joy.”
These moments remind her why she loves what she does.
"Understanding Customers Is More Than Just Listening"
One of the biggest lessons Safae has learned in her role is the importance of anticipating customer needs.
“Consumers don’t always say exactly what they need. Sometimes, it’s about reading between the lines, understanding their expectations, and finding a solution before they even ask. That’s something I’ve really developed here—learning to pick up on tone, subtle hints, and the emotions behind a request.”
She credits her supportive team and leaders for helping her refine this skill over time.
A Team That Feels Like Family
One of the things that Safae values most about being part of the Consumer and Shopper Engagement (CSE) team, is the strong sense of camaraderie within her team.
“We always say ‘one team, one family’—and it’s not just a saying, it’s how we work. If I ever need help, I know I can turn to my colleagues or my supervisors, and they’ll support me without hesitation. That sense of teamwork makes even the most challenging days enjoyable.”
This culture of support has helped her grow both professionally and personally.
"The emotional reward is just as important as the financial one"
For Safae, job satisfaction comes in two forms: tangible rewards and emotional fulfilment.
“Yes, we have great performance-based rewards, and that’s motivating. But more than that, there’s an emotional reward in knowing that I’ve made a difference. When a customer says, ‘Thank you, you saved my child’s birthday!’—that’s worth more than anything.”
Just imagine your LEGO® career.