[Hiring] Customer Service Representative @DigitalTolk

Role Description

The ideal candidate for the Customer Service Representative role will have strong experience in customer support, issue resolution, and service optimization, with fluency in Swedish and English. This role involves:

• Providing high-quality customer support to Swedish-speaking clients via email, phone, and chat.
• Managing customer inquiries, service requests, and issue escalations while ensuring timely resolution.
• Handling translation document requests from customers, ensuring timely processing and quality assurance.
• Working closely with internal teams to troubleshoot and resolve service-related issues efficiently.
• Coordinating with translation suppliers, ensuring timely delivery and adherence to quality standards.
• Following up on ongoing translation projects, addressing any delays or quality concerns.
• Maintaining accurate customer records and documentation in CRM systems.
• Monitoring key service metrics, ensuring compliance with SLAs (Service Level Agreements).
• Identifying process improvement opportunities to enhance service efficiency and customer satisfaction.
• Providing proactive updates and follow-ups to customers, ensuring a seamless service experience.
• Collaborating with cross-functional teams (operations, technical support, and product teams) to optimize service delivery.
• Staying updated on product knowledge and industry best practices to deliver exceptional customer experiences.

Qualifications

• Fluency in Swedish and English (written and spoken) is required.
• Bachelor’s degree in Business, Communications, or a related field is preferred.
• 3+ years of experience in a customer service, account management, or service delivery role.
• Strong understanding of customer service principles, troubleshooting, and case management.

Requirements

• CRM Systems: Experience with platforms like Salesforce, Zendesk, or similar.
• Communication: Excellent verbal and written communication skills in both Swedish and English.
• Problem-Solving: Ability to handle customer concerns with a solution-oriented approach.
• Service Optimization: Experience working with SLAs, KPIs, and customer feedback analysis.
• Collaboration: Ability to work cross-functionally with internal teams.
• Adaptability: Comfortable in a fast-paced, remote working environment.

Must Have

• The candidate must have reliable equipment and a stable internet connection.
• The candidate must be fluent in both spoken and written Swedish.