Customer Service Representative II

About us:

We operate a subscription e-commerce site selling coffee, tea and brewing gear, shipped from our own warehouse.

About the role:

This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. The Customer Service Representative II answers customer calls, chats and emails about orders, billing and account changes. You can work from home anywhere in Sweden. We have no office requirement. You will need a reliable internet connection and a quiet place to work.

What you'll do:

• Meet targets for handle time, quality score and customer satisfaction
• Explain bills and payment options and take payments over the phone
• Transfer calls to the right department with a warm handoff
• Escalate complaints that need a supervisor or another department
• Document every interaction in Zendesk or Salesforce Service Cloud
• Process returns, exchanges, refunds and address changes
• Call customers back on open issues within the promised timeframe

What we're looking for:

• 5-7 years of customer service, retail, hospitality or call centre experience
• Must pass a background check
• Reliable attendance. Schedule adherence is tracked

Also helpful:

• Knowledge of e-commerce order systems such as Shopify

Why work with us:

• Occupational pension
• Five weeks of annual leave
• Employee stock options
• Flexible working hours
• Overtime compensation

Candidates must be eligible to work in Sweden.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Ahmed Online AB.