Senior Customer Service Representative

The role

Nilsson Handel is hiring for its Returns team in Malmö. Full-time and part-time shifts available. Remote position. Most of the team is in Uppsala, but nobody is required to come in. You get a company laptop and a headset before you start.

What you'll be doing

• Escalate complaints that need a supervisor or another department.
• Complete required training and quality coaching sessions.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Call customers back on open issues within the promised timeframe.
• Answer inbound calls, live chats and emails from a queue.
• Meet targets for handle time, quality score and customer satisfaction.
• Notice repeat problems and report them to your team lead.
• Follow scripts and required disclosures on recorded lines.

Skills and experience

• 5+ years of customer service, retail, hospitality or call centre experience.
• Basic computer skills (Windows, Outlook, web browsers)
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Typing speed of at least 35 WPM.

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Perks and benefits

SEK 20,500 to SEK 24,000 per month

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

A bit about us

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.

Please submit your CV in English.

If you are shortlisted, we will reach out to set up a first call.

Start: Immediately.

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