Customer Experience Specialist
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!
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.
- Locations
- Stockholm
- Workplace type
- Hybrid
Stockholm
Workplace & Culture
When we’re not getting the job done, we're all about having fun! We have offices in Stockholm, NYC and Munich and they are all decked out with quirky decor.
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.
About Happy Socks
Happy Socks aims to spread happiness by turning an everyday essential into a colorful design piece. The business is built on foundations of rigid quality standards, craftsmanship and creativity that are transferred into the products by a talented team of creatives. The products feature endless variations of models and designs, using a broad spectrum of color combinations and original patterns.
Customer Experience Specialist
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!
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