Customer Care Supervisor

Axel Arigato / Ekonomichefsjobb / Göteborg
2018-08-20
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Founded in 2014, Axel Arigato is a contemporary fashion brand with an online focus.

By forgoing traditional channels and engaging with customers directly, the brand quickly gained a global presence and managed to sell to over 100 countries during the first year, whilst attracting positive reviews from both the industry and consumers.

Axel Arigato manages to stay on top of the fast changing digital sphere by releasing one new style each week. The collections include men's footwear, women's footwear, clothing and accessories. Axel Arigato is currently carried by a select group of retailers as well as sold through the online store and London flagship store.

Axel Arigato operates from the head office in Gothenburg. We offer an inspiring, fast-paced and energetic workplace that encourages new ideas and creativity.

Interested in joining our team?

The Customer Care Supervisor will be responsible for Axel Arigato's Customer Care team and ensuring that the team SLAs are achieved. You will plan and execute the company's service vision for online customers and motivate the team and the company to a customer focused approach to business initiatives.

The responsibility also involves identifying opportunities to improve customer satisfaction and act as liaison and point of contact for other departments to reach set goals.

The Supervisor position will include day to day Customer Care tasks such as answering customer tickets, resolve all current issues as well as working proactive to lower the amount of incoming tickets.

You will act as final point of escalation for the team for customer, payment, logistics or IT related issues.

The Customer Care Supervisor reports directly to Chief Operating Officer

Responsibilities and duties

• Assess daily/weekly service levels and quality of service, implement service improvement strategies
• Fraud management
• FAQ/help section updating and development
• Ensure Customer Care team capacities
• Issue management
• Roll-out of operational measures to improve CSAT
• Forecasting, reporting & data analysis
• Implement and maintain social media policies for Customer Care

• Maintain updated knowledge of all company products and services in order to provide adequate education to customers
• Provide information and instructions about relevant products and services
• Make product and service suggestions to meet the customer's specific needs
• Field incoming emails and respond to Facebook messages from customers
• Promptly respond to customer requests submitted via Instagram
• Answer customer questions and provide information to resolve any issues

Qualifications

• Willing to learn and rise to new challenges
• Self-starter who defines and leads not follows
• Can-do attitude with a hands-on approach
• Must work to a high degree of accuracy with good attention to details
• Strong communication and interpersonal skills

• Proven leadership and management experience ideally within an online or fashion environment
• Positive, proactive attitude
• Ability to work under pressure in a fast-paced environment
• Ability to confidently manage and organize a team
• Ability to work with all levels within an organization
• Excellent verbal and written communication skills and people management skills
• Proficient user of IT systems and windows office suite

• Analytical
• Able to question and clarify explanation of issues or requests to ensure that issues/problems are understood and solved.

Nice to haves

• Experience in Zendesk
• Experiences Magento back office environment
• Experience in Microsoft Navision
• Experience within shoes or fashion industry

We process applications continuously and the position may be filled before the last day of application.

Varaktighet, arbetstid
• -

Publiceringsdatum
2018-08-20

Ersättning
Enligt överenskommelse

Så ansöker du
Sista dag att ansöka är 2018-09-17
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Företag
Axel Arigato

Adress
Axel Arigato
Västra Hamngatan
41117 Göteborg

Kontorsadress
Västra Hamngatan

Jobbnummer
4299974

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Customer Care Supervisor

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