Team Leader to Customer Care at our HQ in Gothenburg

  • Göteborg

  • Customer Care Team Leader

  • 2021-04-28

Wanted: customer service expert who refuses to choose between helping end users and managing the team.
We’re looking for a team player to join our customer care department for a full-time position that is split evenly between managerial tasks and hands-on ticket resolutions.
 
Your new job(s)
As Fractal Design’s next customer care champion you will lead and manage our customer service operations in Sweden and Germany, ensuring a first class customer experiences while building strong relationships with both new and existing consumers. You know everything you need to about how going the extra mile makes for an exceptional customer experience and have no issues with switching from manager-mode to taking care of tickets yourself. 

You’ve have experience of fulfilling and setting KPIs as you do of handling RMAs, and both record-keeping and follow-ups come as natural to you as brushing your teeth. The burden to ensure that all customers get the level of support and service they expect, will rest squarely on your shoulders. How do we know you’re right for the job? Because rather than being intimidated by any of this, you’re weirdly excited.
 
Responsibilities will include:
  • Manage and solve incoming tickets together with the Customer Care team with an active leadership approach
  • Creation and planning of new spare part items for upcoming launches as well as replenishment and management of current stock
  • Customer and product feedback is another key area you will need to focus on, including things like handline 2nd line complaints and generating feedback reports to appropriate Fractal departments.
  • Managing SoMe/community forum support as well as Marketplace(s) tech-support.
  • Streamlining and improvements of operational processes and documentation.
  • Reporting and fulfillment of agreed on KPIs & regional SLAs with focus towards efficiency and the customer experience in whole

What have you done?
When it comes to your background and working experience, we know some things and suspect a few more. We know you are structured and organized, and that you thrive on the challenge of providing best-in-class accountability. You are no stranger to prioritizing and can stay focused on important details while seeing the big picture. More likely than not, you are used to fast-paced environments and never let high tempo result in negative stress. 

And it goes without saying that your excellent grasp of English makes it easy for you to communicate with customers and colleagues from all over the world.
 
Interviews are on-going, and please note this position may be filled early if we find the right person. For more information about Fractal, see www.fractal-design.com.
 
We look forward to hearing from you.

Terms

Type of employment: Permanent employment
Working hours: Full-time
Wage conditions: Fixed

Application

Final application date: 2021-05-31
Date of publication: 2021-04-28

About the company

Determined to add Scandinavian design values to the computer case market, we founded Fractal Design in 2007 - with offices in Sweden, Taiwan and the US (as well as being sold in 50 countries), we are today considered one of the world’s premier brands when it comes to designing and manufacturing hardware and gaming products for discerning enthusiasts with high expectations. See for yourself at fractal-design.com

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