Description:
About the Position BGA is an e-commerce journey that started as a family business in Gävle in 1993 and today sells home décor – photo frames, mirrors, posters, and photo albums – to customers in over 30 countries. We're now looking for an engaged and solution-oriented customer service representative for our office in Gävle. You'll become a key person in our customer service and the face of BGA when meeting our customers – via phone, email, and chat. We place great importance on finding the right person rather than checking off a list of requirements. We're looking for someone with a genuine interest in helping people, combined with a technical aptitude that allows you to quickly master systems, tools, and processes. You like to understand why something isn't working, not just fix it for the moment. We believe in the best of both worlds: AI and humans working together. Some customer inquiries are resolved quickly and easily with the help of AI, and we should take full advantage of that. But some questions require judgment, empathy, and a human voice for the customer to truly feel helped – and that's where you make the difference. The goal is always the same: to give our customers the best possible service, whether the answer comes from AI or from you. You'll help shape how we use new technology in daily work – from AI-assisted responses and chatbots to integrations between systems. We're looking for someone who is curious about this development and would like to be part of testing, evaluating, and refining where the line should be between what AI can solve on its own and when a human needs to take over, always with the customer experience in focus. This is a position with development potential for the right person. We're growing and want you to grow with us – in both responsibility and competence. Your Responsibilities Handle customer inquiries via phone, email, and chat with high service awareness Troubleshoot and solve technical questions from customers in an educational way Work with and further develop our AI-based support tools (e.g., AI-assisted responses and chatbots) – and help set the "guardrails" that ensure AI responds correctly, safely, and in our tone Contribute to connecting systems and workflows via APIs together with the tech team, to make the customer journey smoother Document cases and contribute to improving our routines and knowledge base Identify recurring issues and submit improvement suggestions internally Work closely with colleagues in customer service, technology, and product Who Are You? You have previous experience in customer service, support, or a similar customer-facing role You are technically proficient and comfortable with digital systems – ideally with experience working in case management systems You have an interest in AI and new digital tools, and may have already tested or worked with AI solutions in a previous role (e.g., chatbots, AI-assisted responses, or similar) It's a plus if you have a basic understanding of APIs and how systems communicate with each other – you don't need to be able to code, but it's good to understand the logic You communicate easily, both verbally and in writing, in Swedish and English You are organized, self-driven, and enjoy a pace where days vary You have that "little extra" – the ability to make a customer feel seen and satisfied, even in a difficult case You have a sense of when an issue can be smoothly solved with AI and when it instead requires your human touch You are curious by nature, enjoy learning new things, and are happy to take on more responsibility over time We Offer A key role in a team where your contribution is visible and makes an impact The chance to help shape how we use AI in customer service from the start Good opportunities to develop and grow as you show what you can do Friendly colleagues and an office in Gävle We review applications on an ongoing basis, so don't wait to apply – we look forward to your application!
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Overview
- Type
- job
- Status
- active
- Visibility
- public
- City
- Gävle
- Address
- Utmarksvägen 2
- GPS
- 60.660887954989, 17.18113359991
- Published
- 11. 8. 2026
- Edited
- 16. 8. 2026