Do you have what it takes to turn customers into ambassadors?
We’ll give you Europe (for starters).

 

Fractal Design is looking for an eager

Director of Customer Service
for our headquarters in Gothenburg. 

 

Do you love gaming and hardware as much as we do?
We are a leading PC gaming hardware manufacturer with offices in Sweden, USA and Taiwan supplying 45 countries with computer cases, power supplies and accessories. Our company is growing and we are now looking for a Director of Customer Service (EU) to our head office in Sisjön, Göteborg. 

Heading up the support system
As Fractal Design’s new customer service champion, you will head up our customer service departments throughout Europe (and beyond). You will be their fearless leader, boldly going where no customer service director has gone before; fighting to ensure a first-class customer experience while building strong relationships with both new and existing consumers.

You will also be in charge of leading and refining our global customer experience strategy, while being very involved in the day-to-day operations of support tickets and inquiries – the common end goal being to increase our overall quality and customer efficiency. 

Since you will be working closely together with the community, you will be perfectly placed to collect information and coordinate with our product development team and sales to maximize customer loyalty. This will also help identify and asses our customer needs, making it easier to achieve an overall increased satisfaction.

Other responsibilities include (but are not limited to):

 

  • Defining and meeting global customer service KPIs and taking the lead on evaluating and analysing SLAs
  • Analyzing customer satisfaction in a pro-active manner, looking for new support opportunities to evolve our offer
  • Managing support forums as well as offering technical social media support on Facebook and Instagram
  • Managing spare parts – advising, administrating and registering orders for end consumers as well as for distributors/resellers, all while keeping stock levels in check. This also includes RMA (requests and shipping)

 

How we see you
To thrive in the Fractal family, we believe that you have a genuine (fine, nerdy) passion for technology and hardware. Your dedication and passion for going the extra mile has proven an effective way of keeping customers happy and engaged. Your English is great and you’re an excellent communicator, which becomes invaluable when dealing with diverse stakeholders in a global organization. When it comes to leading and motivating the people around you, your record speaks for itself. Our guess is that record shows at least two years of experience (and some solid achievements) from managing a customer service department.

Contact
Questions should be addressed to Anders Dahlberg (CMO) at anders.dahlberg@fractal-design.com. We only accept applications via the link below, not by e-mail.

Application
This is a full time position with a 6 month trial period.  Interviews are ongoing so don't wait to apply.

We're looking forward to your application!


 

Fractal Design
The concept of Fractal Design is to provide products with an extraordinary level of design, without compromising the important factors of quality, functionality and pricing. Today's computer has evolved into playing a central role in most homes, creating a demand for appealing design of the computer itself and its accessories. Our main product areas are computer enclosures, power supplies and related accessories.

Sökord: customer service, technology, hardware