CS Quality

About us

Join us at CDON Group, a Swedish listed company with a long history and extensive experience in the e-commerce market. Our mission is to unleash the power of the marketplace to give the best shopping experience in the Nordics.

We are dedicated to providing great online shopping experiences and are on the lookout for a CS Quality & Communications to join us on this journey for our two Nordic marketplaces: CDON and Fyndiq.

About the role

Our ideal candidate has a strong passion for customer happiness as well as a deep understanding and interest in customer service and operations. As you will be the expert and a go-to person for all questions related to our quality work in customer service, including satisfaction and analysis of issues and underlying reasons, it is vital that you have a passion for excellent customer service. You will be directly involved in daily operations as well as forecasts and projects to ensure that we give our customers an excellent experience. You will be part of a small and fast moving Brand & Customer Experience department, which requires you to be independent and have the ability to prioritise and manage a varying workload. With the rapidly evolving landscape of e-commerce, your ability to anticipate market shifts and adapt strategies accordingly will be invaluable to our ongoing success

Responsibilities includes

• Develop, implement and execute a systematic approach to CS statistics and analysis processes
• Develop, implement and execute customer service communication such as winback automations and other customer happiness communications
• Contribute to creating and implementing our Customer service strategy, including project management of initiatives and continuously suggest improvements and changes that will increase customer happiness
• Identify needs and changes in our customer service processes and quality work, oversee implementation of changes and support in execution
• Identify needs for our customer service channel strategy, implement and execute processes (such as social media, rating sites, etc)
• Contribute to drive needed changes within the company to improve our customer experience
• Coordinate and lead projects
• 2nd line customer support when needed

Qualifications and requirements

• Minimum 3-5 years of experience within relevant fields such as quality, analysis and project management
• Experience of CS technologies (Contact systems, reclaim systems, etc)
• Good ability to communicate verbally and in writing in Swedish and English
• Experience in project management, with the ability to manage multiple projects simultaneously and meet deadlines
• Is a team player and enjoys collaborating as our projects often involve several stakeholders
• Can quickly get a good overview of a situation, still with an eye for details
• Comfortable with switching between planning and detail focused execution and validation, in a fast-moving environment
• Loves structure, prioritisation, and improving processes to maximise efficiency
• Feels comfortable taking data driven decisions

What we offer

• An opportunity to be part of a unique growth journey, actively contributing to the success of the leading e-commerce marketplaces in the Nordics.
• A collaborative and dynamic work environment, with passionate colleagues who believe in CDON Group’s mission
• Competitive compensation package, including benefits such as pension and insurance through Max Matthiessen and MyBenefit portal.
• Career growth opportunities within a rapidly evolving company.

Application Process:

Please attach your resume and a brief cover letter outlining your interest and suitability for the job. We will be conducting interviews with candidates on an ongoing basis.

To ensure a professional and unbiased assessment, we will ask candidates to perform a combination of logical reasoning and personality tests as part of the process.