Job Openings CUSTOMER SERVICE REPRESENTATIVE

About the job CUSTOMER SERVICE REPRESENTATIVE

About the Company

We are an online bookstore offering a wide range of discounted Swedish and English-language books — from bestsellers and classics to childrens books and non-fiction. Our mission is to make reading affordable and accessible to book lovers across Sweden.

Position Overview

We are seeking a friendly, solution-oriented Customer Service Representative to join our team. In this role, you will serve as the primary point of contact for customers via email, handling inquiries, resolving issues, and ensuring a positive overall customer experience.

Key Responsibilities

  • Respond to customer emails promptly, professionally, and courteously

  • Handle inquiries related to orders, deliveries, returns, missing or incorrect items, refunds, and account concerns

  • Troubleshoot and resolve customer issues, escalating complex cases when necessary

  • Maintain accurate documentation of customer interactions and resolutions in HubSpot CRM

  • Provide clear and helpful information regarding products, policies, and procedures

  • Follow up with customers to ensure full resolution and satisfaction

  • Collaborate with internal teams (logistics, sales, and technical support) to improve the customer experience

  • Participate in weekly operational meetings to review performance, recurring issues, and process improvements

  • Contribute suggestions to enhance customer service policies and workflows

  • Use translation tools to support multilingual customer communication when required

  • Adhere to assigned working hours: 9:00 AM Swedish time

Required

  • Strong written communication skills with attention to tone, clarity, and professionalism

  • Previous experience in email-based customer support or similar roles

  • Ability to manage a high volume of inquiries with accuracy and consistency

  • Patience, empathy, and a customer-focused, problem-solving mindset

  • Comfortable using customer support platforms and HubSpot

Preferred

  • Familiarity with e-commerce platforms and order management systems

  • Knowledge of Swedish consumer rights and e-commerce delivery and return standards


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