Employee Interview

Frida Gustafsson

High time to introduce another star of our team! Everybody, say hello to our Customer Service Team Lead: Frida! 👋

Frida has been with Maya Delorez since spring 2020, and since then she has come to play an increasingly significant role in the team. With great sensitivity, high ambitions, and clear leadership, she and her team deliver top-notch customer service – all day, every day. What’s it like being a part of Maya Delorez’ customer service team and being responsible for customer relations in a growing company? Read on to learn more about our very own customer service superstar Frida!

To start with, tell us a bit about yourself. Who is Frida?
My name is Frida, I’m 21 years old and I work as Customer Service Team Lead. I’ve been riding my whole life and got my first horse when I was 13 years old. At the moment I’m taking a break from having my own horse, but I really miss it a lot already! Apart from horses and riding, I enjoy spending time with my family, our dog Castor, and my friends.

What brought you to Maya Delorez?
I started working at MD in May 2020. My dad’s a photographer and he’s worked on some product shoots for Maya Delorez. One day, I tagged along to a photo shoot and that’s how it all started. After the photo shoot, I sent Madelene an email telling her how much I liked the company. And a short while later, she gave me a call, and I ended up landing a summer job, which led to a full-time position as a Customer Service Agent.

When I first started, there were only three employees and we were based in our first, small warehouse in Örbyhus.

Seeing the company grow and expand over time has been an amazing experience.

I’m super grateful to have the opportunity to work with such great colleagues and interact with our wonderful customers!

What does an average day look like for you?
My typical day starts with checking our customers’ emails. Then I go over any questions with the rest of the customer service team and then set out a plan for the day. Some of my regular tasks include helping customers via mail, responding to comments on social media, and planning team schedules for upcoming campaigns. Also, I make sure that our customers can easily access the information they need by organizing and updating our resources, so for example our FAQs. Basically, a little bit of everything! 

Sometimes, I also get to join our team at fairs and shows, which is a lot of fun.

What’s the best part about your job at Maya Delorez?
Veeery hard to choose just one thing! I love everything about my job, from helping build relationships with our amazing customers, to working alongside my talented and driven colleagues who inspire me every day, to constantly being challenged to learn and grow. I also enjoy that I can work alongside like-minded people in an industry that I am passionate about.

Do you have a favorite memory of your time at Maya Delorez that you want to share?
Another question where it’s hard to choose just one, haha! There are so many things that come to my mind.

Two things that were particularly fun were the fourth anniversary celebration last year and Falsterbo Horse Show. 

Celebrating anniversaries at Maya Delorez is always something special, everyone gets involved. Last year we had an exciting campaign for our birthday as well as an awesome party with many team riders and ambassadors.

And well, Falsterbo… is simply Falsterbo! It’s always an incredible experience. A top-level equestrian show, summer vibes, and a vibrant atmosphere in and around our booth. It doesn’t get much better than that!

5 Quick CS Questions

Do you use your real names when chatting or mailing with customers? 
Yes, that’s all our real names!

Do you in customer service answer questions and comments on Social Media, too?
Yep, that’s also us! That’s a super fun part of customer service: Building relationships with our customers through social media.

Is it real people I chat with at Maya Delorez or do you use chatbots? 
When you chat with us, you can always be sure that it’s someone of us working in customer service answering you. We don’t use any bots at the moment.

Are you working in customer service all riders yourself? 
We absolutely are! I’d say almost everyone at Maya Delorez either is an active rider or rode in the past, so we’re all united by our love for horses. 

What’s the most frequently asked questions you get in the chat? 
Mostly product-related questions or questions regarding order status. That’s probably what we get most questions about.