Customer Experience Specialist

Customer Experience Specialist

Are you a people person who loves to make customers smile? Look no further because we are looking for a Customer Experience Specialist to join our team at our quirky headquarters!

About the role

The position is full-time (100%) and based at Happy Socks’ head office in central Stockholm. Working hours are primarily weekdays 9:00-18:00. The Customer Experience Specialist reports to the Customer Experience Manager.

Main work tasks:

• Identify customer needs (based on customer feedback or own observations) and be part of projects aimed at improving the customer experience and/or internal work processes
• Act as Second Line support by handling escalations, including complaints, from our external First Line support team in a timely and professional manner. This also includes contact with third party partners such as warehouses, shipping companies, payment providers etc., and other departments within Happy Socks
• Work with the external First Line support team, providing them with continuous support and constructive feedback in order for them to give a great customer experience
• Apply standard procedures and best practices to satisfy customer needs (returns, refunds, disputes etc.)
• Maintain and improve the chatbot and support pages on the Happy Socks website, ensuring optimal functionality and user experience
• Provide prompt, accurate, and friendly customer service via our support channels
• Assist in conducting tests aimed at improving customer experience, e.g. delivery tests, checkout fields, website testing

Skills & Requirements:

• Fluent in English and it’s a huge plus if you’re also fluent in German
• Previous experience within online customer support, preferably from an E-Commerce environment
• Customer-first and supportive attitude with a natural understanding of how to exceed customer expectations
• Excellent interpersonal and communication skills
• Comfortable working independently and in a team
• Ability to quickly and successfully embrace change in a fast-paced environment
• Tech-savvy
• Prior experience of working with customer support platforms, chatbots and Google Suite apps is a plus
  

Most importantly, you have the personality to fit a somewhat crazy, fun work environment where we believe in color and playfulness, a place where you can expect the unexpected and you are a source of creative weirdness.