Customer Experience Associate Swedish
You will provide digital-first support through Intercom for queries about products, markets, and platforms. You will own customer interactions, aim for first-time resolution, escalate complex issues when needed, meet productivity and quality targets, and improve support processes and documentation.
Responsibilities
- Deliver digital-first support through Intercom
- Resolve customer queries about products, markets, and platforms
- Achieve productivity, quality, and customer-satisfaction targets
- Collaborate with operations colleagues to resolve issues quickly
- Escalate queries to senior colleagues when appropriate
- Own each customer interaction and seek first-time resolution
- Advocate for customer-experience process improvements
- Contribute to training materials and process documentation
Requirements
- Fluency in written and verbal English and Swedish
- Proven customer service experience
- Ability to handle complex and sensitive customer issues
- Communication skills across digital and phone channels
- Numerical aptitude and attention to detail
- Ability to learn financial products and trading concepts
- Interest in financial markets and trading
- Experience with financial products, derivatives, or trading platforms is desirable
- Experience in a fast-paced, target-driven environment is desirable
Benefits
- Hybrid working
- Home office equipment reimbursement
- Performance-related annual bonus
- Private medical cover for you and your family or partner
- Multikafeteria system
- Life insurance
- Employee resource networks with an annual events and projects budget
- Employee Assistance Programme
- Social events
- Three additional days off per year for your birthday and voluntary work