Customer Service Manager

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!

Customer Service Manager (CSM) will be responsible for all daily duties within online customer service. Including demand and resource planning as well as coaching of existing and new colleagues. The team will differ in size depending on seasonality but usually consist of 2-5 team members.
CSM will also be responsible for the KPIs and the improvement of the same.

CSM 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 improving our FAQ.

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. To support this, involvement in new products, processes, user experience is crucial. Work closely with E-Com & IT about features, customer experience, CRM strategies etc.
Moreover you will be the product owner of Zendesk or equivalent tool.

Structure & coaching:

- Ensure that resource planning is updated and that we have enough staff to meet demand for the upcoming months
- Produce weekly and monthly KPIs and work for constant improvement – OTR, SLA, Ticket Quota, Solved Tickets,
- Lead and manage the team daily. Delegate responsibility for increased accountability and less involvement from yourself.
- Collect and inform organisation of customer requests monthly; find-outs, pattern in behavior, claims etc

Daily & weekly:

- 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

What we're looking for:

The right candidate for this position is someone with experience of running a team. You enjoy 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 lead by example to motivate your team members.

In this process, the individual’s motivation and adaptive mindset is key. You lead with passion and integrity and the fashion industry is where you really want to be!

Qualifications:

- Experience of managing a team.
- 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