Customer Service Agent - full & part time

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 6 stores, including London, Copenhagen, Stockholm and Gothenburg with more pending. Expanding from 2 people to now hiring over 65 members of staff in 4 years, Axel Arigato also operates a subsidiary office in London.

Join us!

Axel Arigato is currently searching several positions to be filled within our customer service department:
Full time
Seasonal full time, Nov-Jan
Seasonal part time, Nov-Jan

Role:

Customer Service Agent (CSA) will be working towards our online customers and visitors to give them the best experience possible.

CSA is included in the whole customer journey. Assisting customers with all queries and current issues as well as working proactive to lower the amount of incoming tickets by getting the customers to help themselves.

The goal is to be able to give the best customer care possible and achieve happy, recurring customers online as well as in our physical locations.

- Work with customer request through Zendesk and other platforms including Instagram, Facebook, TikTok, email etc
- Use KPIs to stay updated about performance.
- Maintain updated knowledge of all company products and services to provide adequate education to customers
- Make product and service suggestions to meet the customer’s specific needs
- Answer customer questions and provide information to resolve any issues
- Process orders and returns
- Foster and maintain relationships with customers to improve our retention rate
- Attend all required customer care-related meetings
- Obtain necessary information from customers to adequately follow up
- Collect and record customer feedback and information, and share that with appropriate departments and team members
- Foster and maintain relationships with customers to improve our retention rate

The position will be measured with the help of our Customer Care KPI. It will primarily be measured on OTR (One-Touch Resolution), ATH (Average Tickets per hour) FRT (First Response Time) and SLA (Service Level Agreement).

What we're looking for:

The right candidate for this position is someone enjoying working in a fast-paced environment and realize the importance of continuous improvements in both big and small matters. You value service and the customer experience highly and love working in the fashion industry.

Qualifications:

- Experience in customer service and a fast working environment.
- Well organized with a strong business mindset.
- Excellent English communication skills - verbal and written.

Please apply by providing a brief motivation letter and CV as soon as possible. We will hire as soon as we find the right person.

Salary: According to agreement
Start date: According to agreement
Location: Gothenburg HQ