Customer Experience System Owner

IDEAL OF SWEDEN is a global and fast-growing fashion and lifestyle brand with HQ in Norrköping and a local office in Stockholm. We are always looking for talented people who want to grow together with us. During the last years, the brand IDEAL OF SWEDEN has been growing stronger and stronger and we’re aiming to further establish internationally. We give you the possibility to join a truly entrepreneurial company and to be a part of our exciting journey.

IDEAL OF SWEDEN is looking for a System Owner to our Customer Service department, with a strong technical interest and motivation to improve, optimize and make things better and more efficient. It is important that you have a great understanding of how parts of systems work and how they affect each other.

The Customer Experience System Owner is responsible for maintenance, improvements, and optimization of customer service working tools. The customer service team consists of 15 Customer Service Agents. The team handles all B2C two-way communication globally (in 14 languages). This means email, live chat, social media channels, reviews pages, etc. The working environment can be described as entrepreneurial and fast-paced – where you have great opportunities to develop and grow.

Responsibilities

• Design and configure Zendesk workflow (support, chat, explore and guide) and integrations with social channels (for example Facebook Messenger, Instagram, and Trustpilot)
• Maintain, configure and train chatbot (Ada)
• Maintain and update our return system (Reclaimit) with a great customer experience as the highest priority
• Together with the customer service management implement and update processes and procedures. Always making sure that processes are well documented, updated, and available for the support organization, customers, and other departments.
• Manage requests regarding changes or updates in Zendesk, other customer service systems.
• Assist cross-functionally in implementing new or enhanced features in the support systems and/or processes to improve customer service.
• Ensure that the customer experience is excellent when a customer needs to get in touch with us (calibrating automated emails, Zendesk forms, Return form, etc.)

Essential Characteristics

• You have at least 2 years of experience working in similar roles.
• High technical ability
• Very good ability to plan and prioritize
• You have experience working with the configuration of Zendesk
• Good skills in Excel/Google Sheets
• If you have worked with the e‑commerce platform Centra before, that is a plus
• Fluent in Swedish and English both in verbal and written form.
• Good organizational skills
• Very good ability to express yourself in speech and writing
• Good ability to understand business needs
• You have a curious mindset
• Values collaborations
•

Other

• The position is a full-time position
• You will be based in Norrköping

Please send your application as soon as possible as we are reviewing them continuously. For IDEAL OF SWEDEN, it is important to offer equal opportunities. We will therefore consider all qualified applications for employment without any regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.