Customer Experience Agent

Born in 2014 by Creative Director, Max Svärdh and CEO, Albin Johansson, Axel Arigato is a Sweden based contemporary brand that started from an Instagram page and an idea to break into the footwear market.

With deep roots in music, art, architecture and what is contemporary, Axel Arigato has defined itself by offering more than a product. It has been created to leave an experience at the front of mind, whether it’s via stores, online or through events.

Axel Arigato currently has 8 stores, including London, Copenhagen, Stockholm, Gothenburg, Munich & Paris with more pending. Expanding from 2 people to now hiring over 100 members of staff in 7 years, Axel Arigato also operates a subsidiary office in London.

MORE ABOUT THE ROLE

We are looking for additional Customer Experience Agent to join our expanding Customer Experience Team.

As a Customer Experience Agent (CXA), you will be responsible for responding to customers' queries and complaints. The CXA 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 touch-points.

Responsibilities

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Work with customers’ requests through our request management system, Zendesk through email and other platforms, including but not limited to Instagram, TikTok, Facebook, Twitter and WhatsApp.
• Maintain updated knowledge of all company’s products and services in order to provide sufficient and correct information to customers.
• Provide products and service improvement recommendations in order to exceed customer’s expectations.
• Proactively monitor order flow to ensure that delivery of products to customers is seamless.
• 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.

ARE YOU THE ONE?

The right candidate values service and puts customers at the heart of everything and prides themselves on being an excellent communicator. We are also a TEAM and seek someone who wants to contribute to a fast paced, kind and collaborative team environment.

We seek someone who can commit to certain hours or days and can be open to alternate hours when needed. We also seek someone with most of the following:

• Proven Customer Service experience is a plus (customer service experience from the fashion industry is an added advantage).
• You enjoy working in a fast-paced, changing environment.
• You are comfortable collaborating with a diverse group of peers and communicating your ideas across the organization.
• You have a good knowledge of basic computer applications.
• You are able to work in rotational shifts, between 7 am and 9 pm, on weekends, and public holidays.
• You have an interest in the fashion industry
• Commitment and an interest to learn and contribute to the growth of the organization is key.
• Fluent in English is a must.
• Additional language skills in German or French is a plus. Skill in Mandarin is also considered a plus.

READY TO JOIN THE A-TEAM?
Thanks for reading this far-we appreciate it. If this ad sounds like you and you want to learn more and apply, please submit your CV in English before September 28, 2022. Please apply where you see this ad-applications received via email will not be accepted. Our recruitment process is strictly based on competencies. Therefore, we kindly ask you not to include your picture or age with your application.

We will contact qualified and interesting candidates within 3 weeks. All applicants will be updated within a month.

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