Customer Service Specialist

JOB SUMMARY

We are backfilling a position after an internal move. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Remote position. Most of the team is in Uppsala, but nobody is required to come in. You will write a lot of updates, so clear written English is important.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Meet targets for handle time, quality score and customer satisfaction.
• Transfer calls to the right department with a warm handoff.
• Notice repeat problems and report them to your team lead.
• Complete required training and quality coaching sessions.
• Update customer records accurately.
• Answer inbound calls, live chats and emails from a queue.
• Escalate complaints that need a supervisor or another department.
• Process returns, exchanges, refunds and address changes.

YOU'LL NEED

• 2-4 years of customer service, retail, hospitality or call centre experience.
• Basic computer skills (Windows, Outlook, web browsers)
• Clear speaking voice and good listening skills.
• Typing speed of at least 35 WPM.
• Must pass a background check.

DESIRABLE

• Bilingual English and Spanish (pay differential)
• Knowledge of e-commerce order systems such as Shopify.

WHY WORK WITH US

• Occupational pension.
• Five weeks of annual leave.
• Wellness allowance.
• Overtime compensation.
• Flexible working hours.

WHO WE ARE

Beer, wine and spirits go out to bars, restaurants and liquor stores daily. Most orders deliver next day from the nearest branch. Founded in 1991, we now have 90 employees. Saturday mornings rotate across branch staff.

We may close the role early, so do not wait too long to apply.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Nilsson Handel.