About the role

At Rugvista, our mission is to help people to a home they love. As a Customer Service Agent, you play an important part in bringing that mission to life by supporting our customers throughout their journey with us. You are often the first point of contact and a trusted guide when questions arise, helping customers feel confident, cared for, and well supported.

You will work in a fast-paced e-commerce environment with a high volume of incoming customer cases. Some days are intense, and the ability to stay focused, structured, and calm under pressure is essential. You are comfortable switching between tasks, prioritizing quickly, and making decisions while maintaining a friendly and professional tone.

You take ownership of your cases from start to finish and understand that pace and pressure are a natural part of delivering great customer service during peak periods.

You report directly to the CS Team Manager and collaborate with teams across the organization.

This role suits someone who enjoys working at pace and feels motivated rather than drained by a busy workday.

Main responsibilities

• Handle customer inquiries via email, phone, social media, and selected market places

• Provide accurate and clear information regarding orders, deliveries, returns, and refunds

• Resolve customer issues efficiently while maintaining a high level of customer satisfaction

• Collaborate with internal teams to resolve complex cases

• Meet individual and team service level targets (SLAs, response times, quality standards)

• Contribute to improvements of support workflows and ways of working

• Actively contribute to a positive, supportive team environment

Working hours & availability

• Full-time position

• Regular working hours: Monday to Friday, 8:00–17:00

• Weekend work is required a couple of times per month, according to schedule

• Weekend work is part of ensuring high service level for our customers across multiple markets

• A positive, pragmatic mindset and a strong sense of responsibility

• You enjoy working at a high pace and stay calm and focused when things get busy

• You are comfortable handling multiple customer cases simultaneously while maintaining quality, accuracy, and a friendly tone

• You take ownership of your cases and enjoy finding solutions independently

• You have a positive attitude towards using AI tools in customer service and enjoy exploring new ways of working within CRM systems

• At least 2 years of experience in customer service or a call center environment, preferably within e-commerce

• Experience handling customer inquiries related to orders, deliveries, returns, and online support workflows

• Strong verbal and written communication skills in English and at least one of the following languages: French, German, Spanish, Italian (additional languages are a plus)

• Experience working with Zendesk, Talkdesk, or similar CRM systems is a plus

• A valid Swedish work permit is required

What we offer

• A supportive, diverse organization where people love to go to work

• Competitive benefits, including wellness allowance, onsite masseuse, and more

• Free coffee, fruit, and snacks

• A culture built on our values

• This position is based at our HQ in Malmö.

• Start date: as soon as possible.

• Please apply as soon as possible, and no later than February 20, 2026