Lisbon is Portugal’s hilly, coastal capital city. The view of the imposing São Jorge Castle encompasses the old city’s pastel-colored buildings, Tagus Estuary, and Ponte 25 de Abril suspension bridge. Nearby, the National Azulejo Museum displays five centuries of decorative ceramic tiles. Just outside Lisbon is a string of Atlantic beaches, from Cascais to Estoril.
About the Job
We are an international service company specializing in customer experience and business process outsourcing and have over 50,000 employees. As a Customer Service Representative, you will:
Receive escalations from customer-facing colleagues and work under strict time commitments to handle complex issues relating to the fulfillment of online orders placed by customers who expect the best consumer electronics devices.
Ensure a swift resolution for problems occurring during a web purchase's lifetime is this role's focal goal. The Retail Back-Office Team owns this process from order induction to item delivery, from handling flavor changes to RMA completion.
Liaise with partners and provide direction for issue resolution to take the customer out of the loop for complex issues – achieving immediate customer satisfaction. You’ll perform investigations that will lead to decisions that will impact relations with customers and partners.
Customer phone and email outreach are necessary to relay issue resolution, providing timely updates when investigating, and when to restore the relationship.
Perform tasks in SAP at a highly detailed level for record-keeping is essential; SAP actions require the utmost attention to detail and accurate adherence to KBase protocol.
Who we are looking for
Speak and write fluent Swedish and English
Ability to work quickly and efficiently under pressure
Prove that you can work and make decisions with minimal supervision
You are detail-oriented and customer-focused
Proactively utilize problem-solving solid skills to deliver solutions
As this position depends on the volume of the order, flexibility is required, and I will occasionally work overtime
Interested in self and team KPIs, you focus on what can be done rather than what cannot be done
knowledge of SAP is an advantage, but we can teach you
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