[ref. f04322616] Stockholm - Customer Service Advisor

ABOUT THE COMPANY

The primary responsibility of this role is to consistently deliver the highest levels of customer service to both our consumers and partners across all communication channels. This role is crucial in delivering customer satisfaction and loyalty, which are vital for the company’s success and growth.

TASKS & RESPONSIBILITIES:

• Assist customers throughout their purchase journey, including order placement, returns, refunds, and exchanges.
• Guide customers to find the right products via phone, chat, and email.
• Build and maintain relationships and trust between customers and our brand.
• Collaborate closely with other teams across departments.
• Gather insights into ongoing issues and communicate swiftly to affected parties.
• Go the extra mile to satisfy and engage customers.
• Handle claims and complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Meet SLAs by attending to customer needs in a timely manner.
• Work towards achieving the team’s and role’s KPIs.

SKILLS & REQUIREMENTS:

• Customer Service Expertise: At least one year of experience in customer service, preferably within the fashion industry, to effectively handle customer inquiries and issues.
• Multilingual Proficiency: Fluency in English and Swedish is required, with additional languages like German and other Scandinavian languages being advantageous.
• Technical Proficiency: Skilled in using customer service IT systems Zendesk, Sales Force, Narwar, Microsoft Office, particularly Excel, as well as Power BI for data analysis.
• Conflict Management: Ability to manage and resolve conflicts, ensuring customer satisfaction.
• Organizational Skills: Highly organized and able to manage multiple tasks efficiently, maintaining accurate sales orders and timely communication.
• Service Mindset: A proactive, service-oriented approach with a can-do attitude, always striving to exceed customer expectations.
• Fashion Knowledge: An understanding of fashion and fashion brands to guide customers in their product choices.
• Team Collaboration: Ability to work closely with wholesale, omni-channel, logistics, and finance teams to ensure a cohesive customer service experience.

• Zendesk
• Sales Force (Order Management System)
• Narvar
• Microsoft Office suite with focus on Excel

• The position is based in our Head office in Stockholm and is a full-time position on a substitute contract for a year. If this sounds like the perfect fit for you? Please don't hesitate to apply by submitting a CV and personal letter in English.

Tiger of Sweden stands against any form of discrimination and strives to be an inclusive brand and workplace. We welcome applications from all individuals, regardless of gender, sexual orientation, religion, ethnicity, race, or disability and recruitment is purely on the based-on skills and experience.