Customer Experience Specialist - AI & CX Excellence

Estrid group; Stockholms kommun; Sur place; SEK 420 000 - 540 000; Plein temps

Résumé du poste

Estrid, a growing consumer brand, seeks a Customer Experience Agent to deliver world-class service across digital touchpoints and uphold Estrid’s reputation for exceptional care and community engagement.

You’ll resolve issues efficiently, share insights, and support continuous improvement to drive customer retention and brand love. Based in Stockholm, you’ll join an English-speaking CX team committed to high standards and collaboration.

Qualifications

• Customer-focused communicator with empathy and strong written skills.
• Detail-oriented and fast at responding to tickets.
• Problem-solver thriving in a digital, fast-paced environment.
• Willing to learn CX tools and collaborate cross-functionally.

Responsabilités

• Handle customer tickets via Gorgias (email, chat, and other digital channels).
• Prioritize tickets with care, precision, and speed.
• Provide empathetic, solution-oriented communication to Estrid’s customers.
• Identify recurring issues and report to CX leads to drive improvements.
• Contribute to projects improving quality, automation, or efficiency.
• Maintain and improve CX documentation (e.g., team handbook, internal guides).
• Support the training and optimization of Estrid’s AI Agent.
• Track and reflect on KPIs such as QA score, CSAT, messages per hour, and response times.
• Manage a personal CX mini-project supporting the team.

Connaissances

Customer empathy

Excellent writing

Problem solving

Organized

Team player

Process improvement

Multilingual

Gorgias

Shopify

Recharge

Outils

Gorgias

Shopify

Recharge

Description du poste

Estrid, a growing consumer brand, seeks a Customer Experience Agent to deliver world-class service across digital touchpoints and uphold Estrid’s reputation for exceptional care and community engagement.

You’ll resolve issues efficiently, share insights, and support continuous improvement to drive customer retention and brand love. Based in Stockholm, you’ll join an English-speaking CX team committed to high standards and collaboration.