Customer Loyalty Agent

An exciting opportunity for a bright individual with a strong passion for world class customer experiences to join the Customer Loyalty team at CDLP.

CDLP is a Swedish design company of men’s responsible luxury essentials such as underwear, swimwear and homewear. The products can be found at some of the world’s leading retailers, including Mr Porter, Browns, Bergdorf Goodman, Harvey Nichols, NK and Matchesfashion, and our main distribution channel is our e-commerce, for which we are now looking to hire a world class Customer Loyalty Agent to service our growing base of customers.

Reporting to the the Customer Loyalty Manager, the Customer Loyalty Agent will be expected to work alongside all teams within the company to ensure best-in-class customer service and successful business growth of CDLP.com.

The Customer Loyalty Agent will be responsible for:

– Building world-class customer intimacy with our B2C customers.
– Ensuring that our customers become proud advocates of the brand.
– Finding new and wonderful ways to WOW our customers in each interaction.
– Answering customer queries via email, live chat and social media.
– Managing "stuck" orders, returns, claims and correspondence with our warehouse.
– Building strong relationship with our customers and communicate our values.
– Optimize the use of our help desk software and similar tools.
– Identify and report improvements of processes and systems.
– Work proactively to improve CDLPs customer experience.
– Resolve customer conflicts and handle escalation procedures.

We expect the ideal candidate to have:

– A passion for creating exceptional customer experiences every single day.
– A solid interest in and understanding of brand loyalty and brand community.
– A strong drive to build the best Customer Loyalty team in the world.
– Outstanding written and verbal communication skills (Swedish and English).
– A passion for and solid experience of IT to continuously optimize helpdesk software and similar tool to reach our goals.
– A love for multi-tasking in a fast paced “start-up” environment.
– Bachelor's degree or equivalent experience.
– Proficiency in Google Workplace/Microsoft Office suite (mail, word, spreadsheets, presentations, etc.).

You are a social person with strong communication skills, with a strong passion for personal service and not afraid of taking initiative. Working in a small but growing team you can make a great impact and take part in setting the future development of the brand.

This a full-time position, based at the CDLP head office in Stockholm. Immediate start, so don't wait to apply. We will conduct interviews until we find the right person. Send your application (CV and personal letter) to: careers@cdlp.com