Customer Service Agent

📌 Core Information

🔹 Job Title: Customer Service Agent

🔹 Company: H&M Group

🔹 Location: Borås, Västra Götaland, Sweden

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: Mon Mar 31 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: Not applicable

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Acting as the primary point of contact for customer inquiries.
• Enhancing the customer shopping experience through responsiveness and problem-solving.
• Using diverse digital platforms to facilitate customer service outreach.
• Contributing to team culture and process improvements.

ASSUMPTION: The role emphasizes adaptability and swift decision-making across digital channels to maintain service quality.

📋 Key Responsibilities

✅ Provide excellent customer service through multiple communication channels including phone, chat, email, and social media.

✅ Work within a team to ensure customer satisfaction for all H&M brands across Nordic markets.

✅ Actively participate in maintaining and improving the team's values and work environment.

ASSUMPTION: Responsibilities imply a dynamic work environment that requires the agent to be both technically adept and customer-focused.

🎯 Required Qualifications

Education: Not specified

Experience: 0-2 years in a similar customer service role would be advantageous.

Required Skills:

• Fluent in Swedish (spoken and written)
• Good level in English (spoken and written)
• Strong computer skills

Preferred Skills:

• Additional Nordic languages such as Finnish or Norwegian
• Experience in digital system navigation

ASSUMPTION: The role places a strong emphasis on language proficiency and digital fluency as part of the skill set needed.

💰 Compensation & Benefits

Salary Range: Not specified; usually aligns with industry standards for entry-level positions in Sweden.

Benefits:

• Employee discount on H&M brands
• Participation in the H&M Incentive Program (HIP)
• Unique local market perks and benefits

Working Hours: Average 40 hours/week with specified shifts.

ASSUMPTION: Benefits and compensation are designed to provide a competitive package aligning with company standards.

📌 Applicant Insights

🔍 Company Context

Industry: Fashion - Retail/Clothing

Company Size: 1,001-5,000 employees in specific markets; globally much larger.

Founded: Not specified, but H&M has a strong historical market presence worldwide.

Company Description:

• Focuses on fast-fashion retail across various global markets.
• Goals include sustainability and fashion accessibility.
• Operates multiple brands with a vast retail network.

Company Specialties:

• Fast-fashion apparel
• Sustainability initiatives
• Global fashion market leader

Company Website: https://hmgroup.com/

ASSUMPTION: The company's reputation in fashion and commitment to sustainability provides a robust work environment.

📊 Role Analysis

Career Level: Entry-Level

Reporting Structure: Reports to the Team Manager with guidance from a Training and Quality Coach.

Work Arrangement: On-site; possibility of some flexibility depending on department needs.

Growth Opportunities:

• Career advancement within the customer service team
• Cross-departmental movement possibilities
• Professional development supported by training programs

ASSUMPTION: While entry-level, the role provides significant exposure to impactful company operations and customer engagement.

🌍 Location & Work Environment

Office Type: On-site office in a retail/customer service environment

Office Location(s): Borås, Sweden

Geographic Context:

• Borås is known for its thriving textile and fashion sector.
• The location is part of the economically vibrant Västra Götaland region.
• Accessible public transportation options for commuting employees.

Work Schedule: Daytime 8-19 and Saturday 9-15

ASSUMPTION: Borås offers a strategic location for fashion and textile-related careers within Sweden.

💼 Interview & Application Insights

Typical Process:

• Initial application via the company's career page
• Initial screening by HR
• Interview with team management, potentially involving assessment tasks

Key Assessment Areas:

• Language proficiency in Swedish and English
• Customer service acumen
• Technical and digital navigation skills

Application Tips:

• Emphasize relevant language skills and customer service experiences.
• Highlight familiarity with H&M's digital platforms or similar.
• Showcase adaptability and problem-solving capabilities.

ATS Keywords: Customer Service, Communication, Swedish, English, Digital Navigation

ASSUMPTION: It is essential to tailor applications to demonstrate specific qualifications that align with the company's core service goals.

🛠️ Tools & Technologies

• CRM software for customer interactions
• H&M digital platforms (website, app)
• Social media management tools

ASSUMPTION: Employees need proficiency in using these tools to manage multi-channel communication efficiently.

👔 Cultural Fit Considerations

Company Values:

• Sustainability
• Innovation in fashion
• Inclusivity and diversity

Work Style:

• Collaborative teamwork
• Adaptability to changing customer needs
• Continuous improvement mindset

Self-Assessment Questions:

• How do you handle high-pressure customer interactions?
• What strategies do you use to stay updated with digital tools?
• How would you contribute to a sustainable work environment?

ASSUMPTION: Cultural fit can be assessed by the candidate’s enthusiasm for inclusivity and sustainable practices.

⚠️ Potential Challenges

• High volume of daily customer interactions
• Managing communication across multiple platforms
• Keeps up with evolving digital tools and platforms
• Adapting to varying customer sentiments

ASSUMPTION: Candidates must have strong resilience and adaptability to handle potential workplace challenges.

📈 Similar Roles Comparison

• Unique emphasis on digital customer interaction
• Focused brand-driven customer service execution in fashion
• Opportunity to engage in sustainable fashion initiatives

ASSUMPTION: Compared to similar roles, there’s a higher focus on sustainable practices and digital engagement.

📝 Sample Projects

• Participating in a project to improve customer service efficiency
• Contributing to sustainability-oriented CSR initiatives
• Developing digital tools coaching materials

ASSUMPTION: Engagement in projects enhances skill sets and offers professional growth opportunities.

❓ Key Questions to Ask During Interview

• How does the team structure support career development?
• What is the company's strategy for enhancing digital customer service?
• Can you describe a typical day in this role?
• What tools will I frequently use?
• How does H&M drive its sustainability initiatives?

ASSUMPTION: These questions aim to get deeper insights into the role, team dynamics, and company ethos.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Ensure your CV is in English
• Prepare for potential language assessment
• Be proactive in checking application status
• Contact Anna Björkman, [email protected], for role-specific inquiries

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.