Customer Success Agent

at  FirstVet

ABOUT FIRSTVET:

FirstVet is the first truly digital veterinary clinic. We let pet owners meet with licensed veterinarians via their mobile or computer. But we don’t stop there – we’ve expanded to include an E-commerce platform and a pharmacy, offering a comprehensive solution for pet owners. Our solutions contribute to a more balanced and better functioning care process for all parties. In order to facilitate FirstVet’s continuous growth, we’re strengthening our Customer Success team in Stockholm with a Customer Success Agent. If you’re passionate about how you can contribute to shaping the future of animal health care, join us at FirstVet, where you can make a real impact.

YOUR SKILLS AND EXPERIENCE:

The person we are looking for is a team player and a doer who enjoys helping others and always strives to deliver outstanding customer support. You have a business mindset, making sure you always see the most beneficial solution for all stakeholders. You have a curious mind, a humble personality and great interpersonal skills.

REQUIREMENTS:

• Have a minimum 2 years of working experience with customer service and administration, preferably in a fast-paced digital service business.
• Great communication and problem solving skills in Swedish and English.
• Have the ability to navigate and prioritize among a wide variety of stakeholders.
  Fluent in written and spoken English and Swedish. Day to day tasks require Swedish, but our internal company language is English.

THE ROLE:

As Customer Success Agent at FirstVet you’ll have an important role making sure we deliver excellent service to our customers every day. You will be an invaluable asset in our day-to-day operations, making sure our service keeps a high standard and that the customers are our number one priority. You will be part of our global customer support team, work with the Swedish team on a daily basis and report to our Head of Customer Success. Apart from managing our customer service through phone calls, e-mail and social media you will also answer easier technical questions and forward relevant ones to second line support when needed. You will handle enquiries both from the veterinary service as well as from our e-commerce, primarily for our Swedish market.
This role is flexible remote based in our office in Stockholm.

YOUR RESPONSIBILITIES:

• Manage our customer service through phone calls, email and social media
• Optimize the customer journey and experience to ensure that our customers receive amazing service and support
• Be a natural and important link between our vets and our customers.
• Ensure that our customers continue to get an outstanding experience