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Customer Service Manager to Elly Pistol

Elly Pistol is an international brand that designs and creates high caliber street- and athleisurewear for the digital generation. Elly Pistol has been recognized by customers for its edgy and bold design, fine fabrics and exceptional fits and have since the start in Stockholm in 2015, got a lot of attention in social media and have been growing aggressively every year.

To take the next step in our journey to become an internationally known streetwear brand we are looking for a hands-on, structured and organized Customer Service Manager that could manage, develop and execute the day to day tasks within our customer service function.

Overview:

Responsibility for the daily contact with customers, re-sellers and influencers as well as organizing and developing the customer service function with relevant processes and systems.

Essential Duties & Responsibilities

Your main focus will be to manage the customer service, answer all requests and questions from our customers, through email, phone, chat, social media and help out with whatever it might be. We always aim to go that extra mile, so it is crucial that you are very service minded. Further on you will create processes and policies for our customer service, set up guidelines and FAQs and make sure we have all the tools we need to improve.

Social media plays a very important role in our marketing strategy and is key for our international growth, so you will also help out and manage relationships with our influencers. The role will include identifying new influencers that fit our brand, as well as maintaining the relationship with our current ambassadors and answer requests regarding collaborations on our social media.

Overview:

  • Manage large amounts of incoming communication in all available digital channels as chat, e-mail and from the social media platforms.
  • Generate sales leads
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/customer service sales targets and communication handling quotas
  • Handle customer complaints provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Administrate the Product Information File (PIM File)
  • Manage and update the Elly Pistol business system Fortnox and the e-commerce system Wiking with the latest product information incl stocklevels, new products, images etc.
  • Complete reports and gather various statistics for strategy updates.
  • Manage and monitor the Elly Pistol dashboard.

Skills and Requirements:

  • Proven customer support experience
  • Familiarity with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Computer proficiency in MS Office: Excel, Word, PowerPoint.
  • Excellent interpersonal skills supporting a team environment
  • Good Swedish and English communication skills - verbal and written
  • Excellent time management/project skills
  • Strong planning and organizational skills with a sense of priority for deadlines and attention to detail
  • Ability to recognize and react to changing work demands
  • Comfortable and confident in making effective autonomous (and group) decisions in a timely manner
  • Goal orientated: ability to stay focused on creating winning results

 

Apply by sending your CV and personal letter to [email protected]

Looking forward to hearing from you!

Elly Pistol Team

Apply now!

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