Customer Feedback Specialist, Swedish

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Manage customer reviews, comments, emails, complaints, and inquiries through CRM, email, social media, review platforms, and app stores.

• Deliver professional and empathetic replies in accordance with company guidelines and Tone of Voice standards.

• Evaluate customer cases, uncover root causes, and devise suitable solutions.

• Oversee cases from initial contact to full resolution.

• Keep customers updated and honor all commitments made.

• Independently address complex and escalated complaints using internal systems and customer-care tools.

• Conduct outbound calls as necessary.

• De-escalate challenging conversations and steer cases towards satisfactory resolutions.

• Appropriately utilize loyalty and compensation tools.

• Recognize recurring technical, operational, service, or platform issues and escalate them to the Supervisor of Customer Feedback.

• Adhere to SLA, WFM, productivity, quality, and KPI requirements.

• Maintain productivity at a minimum of 85% of the average team benchmark.

• Comply with company policies, data protection regulations, consumer protection laws, and external platform guidelines.

• Continuously enhance the quality and effectiveness of customer communication.

• Report directly to the Senior Supervisor of Customer Feedback and collaborate with internal teams.

⛳️ Requirements

• Prior experience in Customer Support, Customer Care, Complaint Management, Customer Feedback, Reputation Management, or a related area.

• Proficient in English and Swedish — both written and spoken.

• Exceptional written communication skills with the ability to adjust communication style as needed.

• Strong customer orientation, empathy, active listening, and problem-solving abilities.

• Capability to professionally manage objections, complaints, and conflict situations.

• Confidence in making outbound customer calls and handling difficult conversations.

• Excellent analytical skills with the ability to identify root causes.

• Ability to work autonomously and take ownership of cases until resolution.

• High attention to detail, ensuring accuracy and consistency.

• Ability to perform under pressure while maintaining professionalism.

• Flexibility in adapting to changing processes and procedures.

• Familiarity with CRM systems, Microsoft Office, spreadsheets, email, social media, and online review platforms.

• Knowledge of modern digital and AI-driven tools for text processing, translation, and customer communication.

• Ability to consistently adhere to SLAs, KPIs, schedules, and established processes.

• Experience with Trustpilot, Google Reviews, app stores, or similar platforms is advantageous.

• Background in e-commerce or international customer service is a plus.

• Experience in handling complaints or escalated cases is beneficial.

• Familiarity with AI tools, compensation tools, loyalty tools, or customer-retention tools is a plus.

🏝️ Benefits

• An international and dynamic working environment.

• Opportunities for professional advancement within the Customer Care organization.

• Hybrid working model.

• Supportive teamwork and well-defined operational processes.

• A role that directly influences customer satisfaction and the company's online reputation.

• Opportunity to engage with customers across various markets and communication channels.