Customer Service Agents - Holiday Season

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 7 stores, including London, Copenhagen, Stockholm, Gothenburg & 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.

Join us!

We are looking for additional Customer Service Agents to join our expanding Customer Experience Team during the upcoming holiday season. The position is part- or full-time during our peak season that stretches from November 2021 to January 2022, with a possibility for extension.

As a Customer Service Agent (CSA), you will be responsible for responding to customers' queries and complaints. The CSA 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.

Requirements

• The right candidate values service and puts customers at the heart of everything.
• 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.

Qualifications

• Good communication skills, both written and spoken.
• High school or higher education
• Fluent in English is a must.
• Additional language skills in German or French is a plus. Skill in Mandarin is also considered a plus.
• Experience in Customer Service is a plus.
• Experience in working with Zendesk or any other service request management tool is a plus.

Availability:

We are looking for agents to join us no later than November 2021.

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

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