Customer Service Agent E-commerce

Tiger of Sweden is a Stockholm-based fashion house established in 1903 with a heritage in tailoring. For more than a century Tiger of Sweden has stood for style with purpose, dressing men and women for whom true style is about the confidence to be themselves.

Tiger of Sweden is seeking a Customer Service Agent for our online store. In this role, you will be a part of the general Customer Service team but will exclusively cater to one of Tiger of Sweden’s most valued assets - the end consumer. Your role requires your patience and openness to and understanding of the individual needs of our customers shopping online in 27 markets.

TASKS & RESPONSIBILITIES

Your tasks and responsibilities include the following:

- Aiding customers along their purchase journey - before, during, and after - such as assisting with the placement of orders, returns, refunds, or exchanges.

- Guiding customers to find the right products via phone, chat, and email.

- Help build and maintain relationships and trust between the customer and our brand.

- Work in close contact with other teams across departments, especially the eCom team.

- Collect insights into ongoing issues, communicating swiftly to affected parties.

- Go the extra mile to help satisfy and engage customers.

- Handle claims and complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure a resolution.

- Meet SLAs towards the customers, i.e., attend to their needs in a timely manner.

- Work towards meeting the team’s and the role’s KPIs.

SKILLS & REQUIREMENTS

- You speak English and Swedish fluently. Any other Scandinavian language is desirable, and other language skills are highly appreciated.

- Your written and spoken communication skills are outstanding, but most of all, you enjoy being in touch with individuals.

- You have experience in a customer-facing role, preferably within high-end goods.

- Ideally, you have experience in the fashion industry and know about tailoring, materials, and fits.

TOOLS & SYSTEMS

- Experiences in Salesforce, Adyen, nShift, and Zendesk are beneficial.

ABOUT YOU

- You are service-minded, focusing on exceptional customer service, and willing to go the extra mile.

- You have excellent organizational skills and can keep several threads open.

- You are a positive and driven team player who can work independently and thrives on facing new challenges with a can-do attitude.

The position is based in Stockholm at our Head office and is full-time. The position is temporary to cover for a leave, with good chances of extension. We aim for you to start as soon as possible.

Does that sound like the perfect opportunity for you? Please don't hesitate to apply by submitting a CV and Personal Letter in English.

We look forward to your application!