Aftersales employee for Proshop a/s – Aarhus

Do you have experience with customer service, complaints or more complex customer cases – and are you good at staying calm when a customer is frustrated?

So we are looking for a new colleague for our Aftersales team at Proshop's head office in Højbjerg near Aarhus.

You will be part of Proshop's international Sales & Support department, where more than 60 employees help our customers across several countries and languages.

About the job As a member of Aftersales you will work with the customer cases that typically require a little more investigation, dialogue and assessment than ordinary customer service.

It can include complaints, defects in products, returns, warranty cases and longer-running processes where a solution must be found between the customer, Proshop and possibly suppliers or manufacturers.

Some cases are simple. Others require you to think outside the box, keep an overview and find a solution within the framework we work after.

You will also meet customers who are dissatisfied or frustrated. Therefore it is important that you can communicate calmly and professionally, handle conflicts and contribute to de-escalating a situation rather than escalating it.

Your tasks Your tasks will typically be

• Process complaints, returns and service cases
• Communicate with customers via phone, email and other channels
• Investigate and assess complex customer cases
• Follow cases from first contact to completion
• Handle dissatisfied customers and conflict situations professionally
• Collaborate with colleagues, suppliers and other internal functions
• Document cases and ensure correct follow-up
• Find practical and reasonable solutions within our procedures and applicable rules

We expect that you • Have experience with customer service and direct communication with customers

• Are solution-oriented and good at thinking in possibilities
• Can communicate clearly, calmly and professionally – also in difficult situations
• Are inclusive and good at meeting different types of people
• Can handle conflicts and actively work on de-escalating conflicts
• Take responsibility for your cases and follow them all the way to the end
• Can keep an overview when there are many cases or several considerations to balance
• Work structured and can understand rules, procedures and documentation

It is a clear advantage if you have experience with complaints, aftersales, 2. level customer service, technical support or other form of case handling.

You do not need to know all our products from the start. We provide thorough training in our systems, products and workflows.

The right profile Aftersales is not just about following a procedure.

The right candidate can listen to the customer, understand the problem and at the same time assess what is the right solution for both the customer and Proshop.

You must therefore be comfortable with some cases not having a single standard answer, and that sometimes it requires both dialogue, assessment and a little extra persistence to reach the goal.

We offer • A position at Proshop's head office in Højbjerg near Aarhus

• Thorough training in systems, products and workflows
• An experienced team with extensive professional knowledge
• A daily life with different and often complex customer cases
• Close collaboration with colleagues across the organization
• An informal workplace with fast pace and short decision paths
• Opportunity to develop within aftersales, customer service and e-commerce

Application Availability is as soon as possible.

Send your application and CV as soon as possible.

You are welcome to write briefly in your application

• What experience you have with customer service and customer contact
• Whether you have previously worked with complaints, aftersales or 2nd level support
• How you have worked with dissatisfied customers or conflict situations
• Why you would like to work with Aftersales at Proshop

If you thrive on solving complex customer cases, can keep calm in difficult situations and take responsibility to get the case fully resolved, we would like to hear from you.