Senior Customer Service Representative

Senior Customer Service Representative

Babyshop Group is a leading global retailer within premium children’s fashion and lifestyle, serving customers across the Nordics and internationally. We are looking for an experienced Senior Customer Service Representative to join our Customer Service team and help us deliver an excellent customer experience across our brands and markets.

About the role

As a Senior Customer Service Representative, you will handle customer enquiries across our markets and channels, take ownership of more complex cases and be a go-to person for colleagues who need a second opinion or guidance. You will work closely with other teams to investigate and resolve issues, identify opportunities for improvement and help us continuously develop how we work.

You will report to the Head of Customer Experience.

Key Responsibilities

Handle customer enquiries via email, chat and other channels, including complaints, returns, payments and deliveries
Take ownership of complex cases and follow them through to resolution
Work with suppliers, warehouses, carriers and internal teams to investigate and resolve issues
Support colleagues with escalated cases, guidance and case reviews
Identify recurring customer issues and suggest improvements to processes, guidelines and customer communication
Help ensure a consistent tone of voice and customer experience across markets
Support the Head of Customer Experience with improvement projects and initiatives

Qualifications

Several years of experience in customer service, preferably within e-commerce or retail
Experience handling complex cases and complaints independently
Excellent written and spoken Swedish and English; a third language is considered an advantage
Strong communication skills and the ability to adapt to different customers and situations
Highly organised and detail-oriented, with strong problem-solving and decision-making skills
Comfortable working with different systems and quick to learn new tools
Experience with e-commerce platforms, customer service systems or ERP systems is an advantage

Who you are

You see customer service as more than answering questions. You enjoy finding the root cause of a problem, taking ownership and making sure it actually gets resolved. You can balance customer satisfaction with company policies and commercial considerations, and you are comfortable making decisions when there is no obvious answer.

Colleagues naturally turn to you for help, and you enjoy sharing knowledge, contributing ideas and questioning existing processes when you see an opportunity to improve them. You thrive in a fast-paced environment where priorities can change quickly and enjoy taking responsibility for making things work.

What we offer

A key role in Babyshop Group’s Customer Service team, with a high degree of ownership and autonomy
The opportunity to influence how we work with customer experience
International exposure through customers and colleagues across multiple markets
Close collaboration with E-commerce, Operations, Marketing and Finance

Practical information

Location: Stockholm
Employment: Full-time, permanent position
Working model: Hybrid - primarily office-based, with the possibility to work from home up to two days per week
Start date: Interviews are held on a rolling basis, with the start date agreed based on the selected candidate’s availability
Last application date: 2026-10-29

If you enjoy solving problems, supporting others and making the customer experience better, we would love to hear from you.

Apply today!

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Senior Customer Service Representative

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