Customer Feedback Specialist, Swedish

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

📋 Description

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

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

• Evaluate cases, comprehend customer needs, and determine root causes.

• Oversee customer cases from initiation to complete resolution.

• Keep customers updated and honor commitments.

• Independently manage complex and escalated complaints utilizing internal systems, databases, procedures, and customer-care tools.

• Make outbound calls as necessary.

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

• Utilize loyalty and compensation tools to resolve disputes and safeguard customer relationships.

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

• Achieve SLA, WFM, productivity, quality, and KPI targets, including maintaining at least 85% of the average team productivity standard.

• Adhere to company policies, data protection standards, consumer protection regulations, and external platform guidelines.

• Continuously enhance the quality, clarity, and effectiveness of customer communication.

• Report directly to the Senior Supervisor Customer Feedback and work collaboratively with internal teams.

⛳️ Requirements

• Prior experience in Customer Support, Customer Care, Complaint Management, Customer Feedback, Reputation Management, or a similar field.

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

• Exceptional written communication abilities and adaptability in communication style.

• Strong focus on customer service, empathy, active listening, and problem-solving capabilities.

• Proficient in managing objections, complaints, and conflicts in a professional manner.

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

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

• Capacity to work independently and take initiative through to resolution.

• Strong argumentation and persuasion skills.

• High level of attention to detail, accuracy, and consistency.

• Ability to perform under pressure while maintaining professionalism.

• Flexibility to adapt to evolving processes and procedures.

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

• Understanding of contemporary digital and AI-powered tools for text processing, translation, and customer communication.

• Capability to adhere to SLAs, KPIs, schedules, and established processes.

• Based in Portugal, specifically in Lisbon.

• 40 hours per week; 8-hour rotational shifts scheduled from 8:00 AM to 5:00 PM.

🏝️ Benefits

• Hybrid working model.

• Opportunities for professional development within the Customer Care organization.

• Supportive teamwork and well-defined operational processes.

• An international and dynamic working environment.

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