Arbetsbeskrivning

Join us to deliver a smoke- free future as a Customer Care Representative for our Customer Care function!

We’ve chosen to do something incredible. We’re totally transforming our business and building our future with one clear purpose – to deliver a smoke-free future. Swedish Match is an affiliate of PMI and has been a leader in the industry for more than 200 years.

In the Nordic region, we are 1,600 employees based in Sweden, Denmark, Finland and Norway working in various functions and teams and together we are collaborating to deliver a smoke-free Nordics.

Role summary

As a Customer Care Representative, you are key to delivering a positive customer experience – the face of our company towards consumers. You are responsible for handling incoming inbound or outbound calls/digital interactions through our established contact channels, both from consumers and online customers. You ensure that every consumer receives a pleasant, friendly, and professional response in accordance with company guidelines. By listening, understanding, and acting on consumer needs, you play an important role in building trust and loyalty towards our brands and maintaining a solid customer relationship

You will work within our Swedish Customer Care Oral Care department supporting the oral categories, primarily snus and nicotine pouches, we are responsible for achieving set KPIs to support our overall goals and a world-class customer experience. The work is carried out using established routines, digital tools, and systems for efficient case handling and reporting.

This is a temporary role for 12 months.

Main Accountabilities

• Address consumer inquiries, log and handle feedback through phone, email, and other digital platforms following set standards, service levels, and performance metrics.
• Act as the primary point of contact for consumers and strive for first contact resolution by continuously developing your knowledge of products and processes.
• Work together with internal and external collaborators to secure efficient, detailed and customer friendly handling and resolution of incoming cases.
• Actively contribute to our internal knowledge base by identifying and sharing relevant topics and insights from consumer interactions.
• Participate in improving activities to develop our service, customer promise, and strengthen customer experience.
• Support the follow-up of departmental KPIs and contribute insights to enhance team performance and development.
• With a strong consumer focus, participate in and represent Customer Care in various business projects and initiatives to ensure that our ways of working and procedures are considered and implemented.

Who We Are Looking For

We seek an individual who genuinely loves serving others and is driven by a desire to exceed consumer expectations in service and support. You are solution oriented in customer interactions and are sometimes willing to go that extra mile to make a big difference

Your role is a vital part of Swedish Customer Care team, and we consider ourselves the heart of every consumer conversation. You easily build relationships with both colleagues and customers. You have a willingness to learn and a strong mindset in service values

We consider it a strong advantage if you have previous experience in customer service within FMCG (Fast-Moving Consumer Goods) and have worked with Zendesk for case management. Your understanding of fast-paced consumer products and your ability to handle consumer inquiries in a digital system will be highly valuable in this role.

We also see that you have the following skills and experience:

• Experience in e-commerce operations and customer service.
• Fluent in Swedish and English, both spoken and written.
• Ability to navigate between different systems while interacting with customers.
• Strong communication skills, both verbal and written.
• Proficient in problem-solving with a focus on solutions.
• Responsible, service-minded, and a good listener.
• Values teamwork.

All applicants must have the legal right to work in Sweden.

Please note that relocation support is not available for this job.

What We Offer

Our success depends on the dedicated people who come to work every single day with a sense of purpose and an appetite for progress. Join Swedish Match and you too can

• Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore.
• Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong.
• Enjoy flexibility of hybrid way of working - split your time between working from our office or the comfort of your home, where it works best for you in line with business needs.
• Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress.
• Take pride in delivering our promise to society: to deliver a smoke-free future