Senior Customer Service Representative

Babyshop Group; Stockholms kommun; Hybrid; SEK 420,000 - 540,000; Full time

Job summary

Babyshop Group is seeking a Senior Customer Service Representative in Stockholm to deliver outstanding support across markets and channels. You will handle inquiries, resolve complex cases, and collaborate with teams to improve processes and customer satisfaction.

The role is hybrid, office-based with potential home days, reporting to the Head of Customer Experience. Fluency in Swedish and English is essential, with a track record in ecommerce support.

Qualifications

• Several years of experience in customer service, preferably within e-commerce or retail.
• Experience handling complex cases and complaints independently.
• Excellent written and spoken Swedish and English; a third language is considered an advantage.
• Strong communication skills and the ability to adapt to different customers and situations.
• Highly organised and detail-oriented, with strong problem-solving and decision-making skills.
• Comfortable learning new tools and systems; experience with ecommerce platforms or ERP systems is an advantage.

Responsibilities

• Handle customer enquiries via email, chat and other channels, including complaints, returns, payments and deliveries.
• Take ownership of complex cases and follow them through to resolution.
• Work with suppliers, warehouses, carriers and internal teams to investigate and resolve issues.
• Support colleagues with escalated cases, guidance and case reviews.
• Identify recurring customer issues and suggest improvements to processes, guidelines and customer communication.
• Help ensure a consistent tone of voice and customer experience across markets.
• Support the Head of Customer Experience with improvement projects and initiatives.

Job description

Babyshop Group is a leading global retailer within premium children’s fashion and lifestyle, serving customers across the Nordics and internationally. We are looking for an experiencedSenior Customer Service Representative to join our Customer Service team and help us deliver an excellent customer experience across our brands and markets.

About the role

As a Senior Customer Service Representative, you will handle customer enquiries across our markets and channels, take ownership of more complex cases and be a go-to person for colleagues who need a second opinion or guidance. You will work closely with other teams to investigate and resolve issues, identify opportunities for improvement and help us continuously develop how we work.

You will report to the Head of Customer Experience.

Key Responsibilities

• Handle customer enquiries via email, chat and other channels, including complaints, returns, payments and deliveries
• Take ownership of complex cases and follow them through to resolution
• Work with suppliers, warehouses, carriers and internal teams to investigate and resolve issues
• Support colleagues with escalated cases, guidance and case reviews
• Identify recurring customer issues and suggest improvements to processes, guidelines and customer communication
• Help ensure a consistent tone of voice and customer experience across markets
• Support the Head of Customer Experience with improvement projects and initiatives

Qualifications

• Several years of experience in customer service, preferably within e-commerce or retail
• Experience handling complex cases and complaints independently
• Excellent written and spoken Swedish and English; a third language is considered an advantage
• Strong communication skills and the ability to adapt to different customers and situations
• Highly organised and detail-oriented, with strong problem-solving and decision-making skills
• Comfortable working with different systems and quick to learn new tools
• Experience with e-commerce platforms, customer service systems or ERP systems is an advantage

Who you are

You see customer service as more than answering questions. You enjoy finding the root cause of a problem, taking ownership and making sure it actually gets resolved. You can balance customer satisfaction with company policies and commercial considerations, and you are comfortable making decisions when there is no obvious answer.

Colleagues naturally turn to you for help, and you enjoy sharing knowledge, contributing ideas and questioning existing processes when you see an opportunity to improve them. You thrive in a fast-paced environment where priorities can change quickly and enjoy taking responsibility for making things work.

What we offer

• A key role in Babyshop Group’s Customer Service team, with a high degree of ownership and autonomy
• The opportunity to influence how we work with customer experience
• International exposure through customers and colleagues across multiple markets
• Close collaboration with E-commerce, Operations, Marketing and Finance

Practical information

• Location: Stockholm
• Working model: Hybrid - primarily office-based, with the possibility to work from home up to two days per week
• Start date: Interviews are held on a rolling basis, with the start date agreed based on the selected candidate’s availability

If you enjoy solving problems, supporting others and making the customer experience better, we would love to hear from you.