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Dutch speaking CX Chat Representative

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At Happy Socks we have made it our mission to spread happiness everywhere, and you only have to spend a few minutes with us to realize how seriously we take it! In fact, our fun, positive approach is probably the reason we’ve seen such amazing growth over the past couple of years.

We are now looking for a Customer Experience Chat Representative to take care of our Dutch and English-speaking online customers. Part of the CX team, today consisting of 10 people, you'll work with 120 colorful characters (and co-workers), from over 25 different countries at our quirky HQ in Stockholm, Sweden. 

As a CX Chat Representative you will deliver best-in-class customer service and solve problems via email and chat. You will be in contact with our customers and third-party partners such as warehouses, shipping companies and payment providers. You will also collaborate with other departments within Happy Socks and our external CX team.

Main tasks:

  • Provide customer service via email and chat using a customer support tool
  • Act as Second Line support by handling escalations, including complaints, from our external team
  • Apply standard procedures and best practices to satisfy customer needs (returns, refunds, exchanges etc.)
  • Pro-actively inform customers about services available and assess customer needs
  • Identify opportunities to increase conversion rate and assist in implementing online sales strategies
  • Outline areas where customer experience can be improved (based on customer feedback, own observations or competitor analysis)
  • Manage projects aimed at decreasing response time and increasing customer satisfaction, as well as internal processes 
  • Assist in conducting tests aimed at improving customer experience, e.g. delivery tests
  • Translations and proofreading for various communication material

Working hours are primarily weekdays 11.00-20.00 (during the first weeks of onboarding these might be different.) The schedule is subject to change during intense shopping periods, such as sale and holiday seasons. 

Requirements and skills:

  • Fluency in English and Dutch, both written and spoken 
  • At least six months experience from customer service via email and/or chat (within e-Commerce is a big plus!)

To rock this role you need to have excellent communication skills and work well under pressure, for example under peak sales with skyrocketing customer queries. You have a “Customer-first” and supportive attitude with a natural understanding of how to exceed customer expectations. You are tech-savvy and have an eye for spotting sales opportunities. You are not afraid to try new things in order to put insights to good use. Lastly, it's important for us that you share our passion for the products and the cultural philosophy of Happy Socks! 

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Workplace & Culture

When we’re not getting the job done, we're all about having fun at our Stockholm HQ! Our office is based in a grand ex-embassy building in central Stockholm, and each floor is decked out with quirky decor.

Being in Sweden, we love making time for fika, each month we throw afterwork drinks and we often plan team activities to keep morale high. We believe work should be fun, and we do everything we can to make sure our employees feel the same.

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