Swedish Customer Support Agent

Role Overview

• Supporting users and answer their questions via email.
• Participating in regular training sessions to learn and maintain expert knowledge of publication rules, market trends and moderation best practices.
• Collaborating with your team members.
• Providing feedback to managers on trends, common end-user mistakes and questions.
• You are our eyes and ears and you know the users the best!
• Giving input on improvements of publication rules to improve user experiences.
• Manage complaints and disputes between buyers and sellers, ensuring adherence to company policies and guidelines.
• Facilitate returns, price adjustments, and claims for damaged or lost packages, utilizing internal systems and communication channels effectively.
• Process payments and refunds accurately and efficiently, resolving any issues or discrepancies promptly.
• Liaise with external partners to address support queries and ensure smooth transaction processes.
• Actively monitor and respond to instances of fraud or policy violations, taking appropriate actions in accordance with established protocols.

Requirements

• No previous experience is required however some customer service experience would be ideal
• Candidates must have strong PC skills, have the ability to learn to use new computer tools
• Must have good communication skills as well as possess strong analytical skills together with decision making skills, attention to detail and empathy when dealing with customers, you will be working with securing the online safety of customers and users.
• Swedish language skills (native level ideally but advanced/proficient level would also be enough) and English language skills (conversational).
• Professional attitude, attendance – attends work on time, able to work autonomously, meet deadlines, follow procedures and instructions.
• Ideally interested in marketplaces, shared economy and new technology.
• Passionate about making a difference.
• Flexible in working times.