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Team Leader Customer Service

Team Leader Customer Service, GANT Nordics

E-Commerce · Stockholm Office

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Do you dare to fail and Never Stop Learning? At GANT we are passionate and curious in everything we do. Through our performance and solution driven mindset, we have the opportunity to make a difference. We are brand and business oriented with a strong belief that you should Never Stop Learning.

About the role

Customer service is a key part of the relationship GANT has with our customers. It's more than just providing answers. It's helping customers even when they don't know they need help and exceeding our customers expectations. You will both work hands on with customer support errands and on a strategic level.

As part of the Nordic Ecommerce Team as our Team Leader Customer Service you will make sure we offer reliable, relevant and competitive service levels to GANT Nordic's customers.

You will have 2 Customer Service Coordinators reporting to you where you will make sure we establish the most effective and efficient framework for the customer service organization. You will also have a dotted line to our Customer Service Specialists within wholesale in both SE and DK. You will report to our Nordic Ecommerce Director.

* Establish an overall framework for our customer support process, aiming for maximum customer satisfaction.
* Ensure reliability and responsiveness to customer requests, claims and complaints by training and ongoing performance monitoring.
* Responsible for day-to-day customer support together with the team.
* Standardise the way we take care of our customers in different customer case scenarios including compensations.
* Main responsible for CS NPS score and development over time.
* Together with Ecom and Marketing Managers develop the full shopping experience from website visit & packing/delivery experience to recurring customer.
* Being available for stores in need of support.
* Manage the customer service WOW-budget.
* Support customers with logistic information.
* Use associated information and IT systems to support customers and plan improvements.
* Constantly analyzing problems and proposing suitable solutions.
* Follow up set KPIs.
* Project lead smaller projects.

Your skills
* Minimum 4-5 years experience from working with customer service, preferably for a fashion business
* Passionate about sales and and how to create high quality consumer experiences
* Strong communication skills including, solid written and verbal communicator
* Ability to lead and work in a team environment
* Proactive approach
* Excellent organization skills with the ability to meet deadlines, prioritize workload and easily adapt to change
* Strong systems understanding
* Fluent in English and Swedish

Bonus points

* Leadership experience is a strong advantage

Apply with your CV and a cover letter by 2021/02/25. We review applications on a rolling basis and the position may be filled before the set end date. Until then, get to know us by following LifeAtGANT.

Über dieses Unternehmen

Gantner Electronic GmbH

Montafonerstraße 8
6780 Schruns

4 Jobangebote

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