Customer Service Specialist
About CHIMI
Established in 2016 by Daniel Djurdjevic (CEO) and Charlie Lindström (CD), CHIMI has swiftly transformed from a Swedish eyewear start-up to a global scale-up. As a leading and progressive brand, CHIMI specializes in crafting high-quality products, including sunglasses, optical eyewear, and ski goggles. With the US as one of our primary focus markets for future growth, we are driven by our commitment to innovation and customer satisfaction. To support our ambitious plans, we are now seeking a skilled and passionate Customer Service Specialist to join our team and play a key role in delivering an exceptional customer experience.
Position Overview:
As a Customer Service Specialist, you will be the first point of contact for our valued customers, ensuring their experience with CHIMI is seamless and enjoyable. You will set the overarching strategy and processes for our customer service, ensuring that all customer inquiries are handled with professionalism, care, and speed.
Responsibilities:
Provide exceptional customer support through various channels, including email, chat, and social media, ensuring timely and accurate responses.
Set the overarching strategy and processes for our customer service function.
Respond to all email inquiries within 24 hours, tracking response times and measuring customer satisfaction.
Reply to all direct messages on social media within 24 hours, following up and measuring response times to enhance our digital engagement.
Monitor and respond to all open Instagram comments within 24 hours to maintain a positive and interactive presence.
Manage and respond to reviews on Trustpilot and Google Reviews, actively engaging with customer feedback to foster trust and loyalty.
Maintain a deep understanding of CHIMI’s products, policies, and brand values to effectively assist customers.
Utilize insights from customer service interactions to inform product development, ensuring customer needs and expectations are met.
Work closely with the product team to provide feedback from customers regarding our products.
Collaborate with the e-commerce team to improve product descriptions on the website and actively work to reduce the return rate.
Act as a brand ambassador by delivering a high level of service that aligns with CHIMI’s vision and enhances customer loyalty.
Assist with the development and implementation of processes to improve the overall customer service experience.
Qualifications:
2+ years of experience in customer service, preferably within eyewear, e-commerce, or retail.
Strong communication skills, both written and verbal, with fluency in English (additional languages are a plus).
A customer-first mindset with the ability to handle inquiries calmly and effectively, even in challenging situations.
Tech-savvy and familiar with CRM tools and e-commerce platforms.
Excellent organizational skills and attention to detail, with the ability to multitask in a fast-paced environment.
Results-oriented approach with a commitment to providing top-tier customer experiences.
Passion for brand storytelling.
Qualities We Value:
Empathy and Patience: A natural ability to connect with customers, understand their needs, and deliver empathetic solutions.
Problem Solver: Demonstrates a proactive approach to identifying and solving issues with creativity and care.
Team Player: Thrives in a collaborative environment, working seamlessly with colleagues across departments.
Positive Energy: Brings a positive, can-do attitude to every interaction, inspiring those around you.
CHIMI Ambassador: Lives and breathes the CHIMI brand, embodying our values and passion for exceptional design.
This is a full-time position based at CHIMI’s headquarters in central Stockholm, with a preference for in-office work to foster teamwork and a collaborative work environment.
Send in your application through LinkedIn here.