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Digitally-led, Multilingual Customer Service and Back Office Support
Customer Service Agent, Swedish – Part Time
Location
Portugal
Posted
74 days ago
Salary
€11 - €13 / hour
Seniority
Mid Level
Job Description
Customer Service Agent, Swedish – Part Time
Newstel Worldwide
• Deliver high-quality customer support across multiple virtual channels, including email, live chat and voice, ensuring a consistent and positive customer experience. • Respond to customer enquiries accurately and efficiently, resolving issues at the 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
Job Requirements
- 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, etc.
- Highly organised, proactive and solution-focused, with strong attention to detail.
- Caring, empathetic and approachable.
- Positive, energetic and adaptable mindset.
- Customer-focused with a strong sense of accountability.
Benefits
- Remote working
- Flexible working hours
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