Deliver high-quality customer support across multiple virtual channels, including email, live chat and voice
Respond to customer enquiries accurately and efficiently, resolving issues at first point of contact wherever possible
Manage inbound and outbound customer interactions in line with service level agreements (SLAs) and quality standards
Provide clear, empathetic and professional communication, adapting tone and approach to suit different channels and customer needs
Handle customer complaints and escalations calmly and effectively, following internal procedures and escalation guidelines
Maintain accurate and up-to-date customer records using CRM and ticketing systems
Support customers with account queries, orders, payments, technical issues or service-related questions
Identify recurring issues and proactively share insights or improvement suggestions with team leaders and relevant stakeholders
Adhere to data protection, security and confidentiality requirements at all times
Meet individual and team performance targets, including productivity, quality and customer satisfaction metrics
Stay up to date with product knowledge, process updates and system changes through ongoing training and coaching & quality

Be an expert speaker (C2) in Swedish
Have a proficient level of English
At least 2 years of prior experience in a virtual customer service role
Experience working in a fast-paced, consumer-facing environment
Confident using technology, including contact centre tools (Zendesk desirable) and MS Office / Google Workspace
Highly organised, proactive and solution-focused, with strong attention to detail
Personal attributes: Caring, empathetic and approachable; Positive, energetic and adaptable mindset; Customer-focused with a strong sense of accountability

Swedish Speaking Customer Service Agent, Full Time

Key skills