Role
As a Customer Support Representative, you will be first in line to serve our customers and provide excellent support throughout the customer journey. . You will be actively supporting the rest of the Customer Experience team to make sure customers’ requests are processed in a timely manner. You will be in daily contact with the operations team and will support your CX colleagues in taking care of incoming customer requests.
You will be part of the full Hem customer journey by managing incoming tickets in our different communication channels (emails, chat, phone) and will be responsible for providing a quick first response to most frequent requests. You will be following up on orders and potential delays, assisting with delivery questions and managing incoming claims to provide a frictionless customer experience.
This role is an entry level position and focuses on administrative support tasks. It requires good time management skills and a process-oriented attitude.
Responsibilities
- Manage the different CX inboxes (in Salesforce) by tagging and prioritizing incoming requests.
- Provide support to B2C and B2B customers through our CRM (Salesforce), Online Chat (Intercom) and Phone.
- Identify recurring issues to improve our communication and processes
- Regular communication with the Logistics team, to ensure orders ship out in time and, if not, to manage the delay communication with our customers.
- Follow up with customers and clients about the status of the order, payment and tracking updates.
- Handle returns requests and liaise with the Logistics team to make sure returns are being processed within our target window.
- Provide administrative support to the rest of the CX team for the claims process (spare parts replenishment, replacement orders, post-claim follow-up, etc).
- Escalate the relevant cases and claims to the rest of the CX team.
- Manage our HQ samples inventory
- Pick, pack and ship material samples for customers.
- Availability to provide additional support during promotions and campaigns
- Other administrative tasks and actions to ensure improvement of the Customer journey on Hem.com
- Speak as an ambassador of Hem and go the extra mile for our customers.
You might be who we’re looking for if you:
- Are a fast learner when it comes to new systems, processes, routines and administrative tasks
- Are detail-oriented, focused on structure, prioritization and improving processes to maximize efficiency
- Are motivated by new challenges and happily finds creative solutions to daily hurdles
- Are a team player
- Enjoy working in a fast-paced environment
- Have excellent communication skills (in English) with both internal and external contacts.
- Have the ability to handle multiple tasks at the same time and enjoy cooperating with colleagues from other teams
It will be considered an additional qualification if you have:
- Previous experience working in an ERP System (eg. Microsoft NAV) and CRM (Salesforce)
- Previous experience from a customer-facing role
- Previous experience from the world of design/furniture/e-commerce
- Does this sound like you? Then please tell us what sparks your interest with Hem and the role by applying below!
Other information
- Target Start: ASAP
- Work extent: Full time
- Location: Stockholm HQ
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