German-Speaking Customer Service Agent

HAYPP GROUP

We address one of the world’s biggest problems – how to end smoking. There are 1,1 billion smokers in the world. Around 8 million people die every year from smoking\-related diseases. Our goal is to significantly reduce death rates, save lives and inspire people to choose smoke\-free enjoyment. How? By offering people other nicotine products online.

Haypp Group is one of the Nordics’ leading e\-commerce groups with eleven store brands, present in seven countries where we serve more than 1 million active consumers. Through brands such as Snusbolaget.se, Northerner.com, Nicokick.com etc., we sell nicotine pouches, Swedish style snus online as well as disposable vapes. With our headquarters located on Östgötagatan in Stockholm we are 300 team members mainly but not exclusively based in Sweden. Also, we are an innovative and fast\-moving company that is growing rapidly, driving sustainable business and are changing the world in the process. We are currently on an exciting expansion journey, converting more and more smokers to smoke\-free alternatives across all our markets globally.

THE ROLE

We are looking for a driven, German\-speaking Customer Support Agent to join our energetic team in Stockholm, Handen. This is a permanent position as we continue to expand our footprint in the DACH market.

You will join a vibrant group of 20 service professionals who are passionate about high\-quality customer experiences. We are a collaborative team that plays a critical role in supporting the company’s international growth, meaning your work has a direct impact on our success in DACH.

In this role, you will be responsible for managing customer interactions across our service channels, ensuring accurate and efficient order handling, and providing proactive, solution\-oriented support. Your focus will be to create a positive customer experience, build trust, and contribute to long\-term customer retention by consistently delivering excellent service.

KEY RESPONSIBILITIES:

• Drive customer loyalty by efficiently managing incoming cases via email, phone, and chat.


• Conduct outbound customer surveys and retention calls by phone.


• Complete administrative tasks accurately and within set deadlines.


• Escalate issues and create tickets for technical errors or improvement requests to the Tech and Dynamics teams via SharePoint.


• Stay fully informed by monitoring all communication channels and responding to updates that might impact our customers our case handling.

• Previous documented experience in customer service (store, event, sales, etc.).


• Service minded


• Excellent problem\-solving skills


• Communicative


• Flexible


• Demonstration of genuine commitment to the customer.


• System familiarity and quickness at the keyboard


• You are not afraid to take your own initiative


• Language skills: professional fluency in German, professional level in English is a major bonus.

• Experience with CRM systems (e.g., Microsoft Dynamics)


• Knowledge of e\-commerce or retail operations


• Proven track record of meeting KPIs such as first resolution, total cases resolved, or high CSAT scores


• Comfort working in fast\-paced, team\-oriented environments


• Knowledge of English and additional European languages such as Swedish or Norwegian.

We are a value driven company with our values *We team up*, *Innovation Drives Us*, *Inclusion and Non\-Hierarchy* and *Going the Extra Mile* at the heartbeat of everything that we do. With us you can always expect to get help from people who want to achieve things together and to be able to speak your mind in every social constellation you are part of. We highly value all ideas no matter where they come from, and we are not afraid to try new things out. We are also welcoming, inclusive and everyone at Haypp Group has a voice. In addition, we seize opportunities by putting in hands\-on, hard work and celebrating when we reach our goals. With us, you should always feel safe, appreciated and valued but at the same time challenged and excited.

Because we recognize that our team members are our most important differentiator, we offer our team members generous benefits. We offer the following perks to everyone at Haypp Group:

• Competitive occupational pension


• Insurance plan, including private healthcare


• 30 days of paid vacation


• Parental pay lift


• Wellness allowance of 5,000 SEK per year


• Lots of social happenings

If this sounds like a place where you would want to contribute and grow, let us know you’re interested by submitting your application!

Haypp Group is committed to equality and diversity, and we welcome applications from all qualified individuals regardless of ethnicity, religion, age, gender, sexual orientation, disability, and marital status. We want to offer you great recruitment experience, and if there is anything we can do to make you more comfortable in the process with us, please let us know.

If you have any questions about the role or the DACH Customer Support team, feel free to contact Vincent Demarest, Customer Service Manager, at vincent.demarest@hayppgroup.com. We look forward hearing from you!

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