ROLE

Take ownership of customer queries and determine appropriate action to resolve i.e. finance or logistics issues.
At all times demonstrate a high level of customer care when helping a customer and if necessary, escalate "hot" issues to Mentor or Supervisor.
Provide and maintain strong, professional relationships with all of the company\'s customers and show empathy for the customer at all times.
Logging and prioritization of calls from customers / agents onto GCRM database and following escalation procedures to resolve problems or issues.
Achieve daily service standards as outlined in Service Level Agreements.
Assimilate complex product and procedural knowledge and effectively communicate same to customers/sales agents as directed.
Provide positive feedback on processes / issues impacting customers to ensure an environment of continuous improvement.

REQUIREMENTS

Native Swedish speaker and fluent English.
Excellent customer interaction skills (via telephone and email).
Excellent verbal and written communication skills.
Be a confident and enthusiastic communicator.
Strong organizational and administration skills.
High volume data entry skills / Key board skills.
Be familiar with the Internet and confident in navigating through relevant sites.
Complex problem solving capability.
Ability to work effectively with other departments and utilize a team approach to accomplishing goals.
Experience of working in a pressurized environment.