Customer Support & Office Admin

MORE ABOUT THE ROLE & TEAM

Come join the Customer Support (CS) team, to be sure the customer journey, at any point and for any reason, is one that is efficient, friendly and on brand.

As a Customer Support Agent & Office Admin, you will join a team of 10 at our Gothenburg office. Our aim is to optimize the end-to-end customer journey and be viewed as proactive rather than reactive.

WHAT YOU WILL DO

In this proactive and cross-functional role, the Customer Support Agent & Office Admin will manage the end-to-end experience of the customer’s journey, looking at ways to promote self-help before and after they initiate contact with the department, ensuring the best possible service is delivered in all our online touchpoints. The goal is to make it easy for customers to contact us and to proactively lower contacts that can be managed by providing enough information on the website, FAQs, etc.

Some insight into (some of) what you will oversee and be responsible for:

Maintain a positive, empathetic, and professional attitude toward customers at all times.
Work with customers’ requests through our request management system, Zendesk, and other platforms, including but not limited to Instagram, TikTok, Facebook, X, WhatsApp, emails, and live chat.
Monitor and support the customer journey on various platforms such as e-commerce, marketplaces, and in-store sales.
Identify and handle any problems or questions that arise during the customer's journey.
Collaborate with other departments to effectively resolve customer inquiries or complaints.
Proactively communicate with customers regarding order status, delivery updates, and product inquiries.
Respond to customer inquiries via email, chat, and phone promptly and accurately. Handle and document customer interactions accurately in our systems.
Responsible for travel bookings and serve as the contact person with the travel agency.
Record reasons for contact, feedback, and requests from customers and share with respective departments. Gather necessary information from customers, escalate issues to respective departments, follow up on resolution, and update customers accordingly. Maintain a good relationship with customers, internal, and external stakeholders to ensure customer satisfaction is attained. Use Key Performance Indicators (KPIs) to stay on top of daily performance. Support the daily administrative tasks according to the guidelines.

ARE YOU THE ONE?

In this recruitment, the individual’s personality and adaptive mindset are key. Our CS Agents interact with our most important assets-our customers, so communication, problem-solving, and empathy is key. Our company language is English, and as this role is in contact with external partners, English fluency is a requirement. Additionally, fluency in French is crucial for effective communication with our diverse customer base.

We also see you as being experienced and confident in:

Written and oral communication in English and French (other languages are a bonus!)
Personal accountability
Premium brand management
Problem-solving
Stakeholder management

HERE'S HOW TO JOIN THE A-TEAM

Apply by submitting your CV by April 6, 2024. Please apply when you see this ad-we will interview from the start and close the ad if we find a great candidate :)

Salary:According toagreement Estimated Starting date: ASAP

To see more about our company and careers we welcome you to AXEL ARIGATO - Careers

OUR VALUES : DROP Diversity, Respect, Openness and Passion are our values that we live and breathe. They are the foundation for our current state and what we will always bring with us to the future.

A BIT ABOUT AXEL ARIGATO The idea of Axel Arigato started with the founders; Max Svärdh and Albin Johansson, questioning the whole structure of the fashion industry - why and how you make things. By foregoing seasonal collections, traditional sales channels and engaging with customers directly, Axel Arigato was launched with one main objective: to create the present, shape the future, and inspire generations.

At Axel Arigato, our aim is to build a platform through the power of community, inclusivity, and memorable experiences. We are an equal opportunity employer and value a diverse workforce. We believe that our differences are a strength and that by bringing together our individual perspectives and backgrounds, we make magic happen.

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