Remote Customer Service Representative (Swedish Speaker)

DigitalTolk is a mission-driven organization dedicated to bridging language barriers for vulnerable populations. By providing professional interpreters, we enable patients to communicate effectively with healthcare providers and assist crime victims in accessing justice. Our platform connects hospitals, courts, lawyers, and municipalities with skilled translators to support refugees and others in need. Headquartered in Sweden with a global workforce, we leverage technology to create meaningful social impact. We are currently seeking a Customer Service Representative fluent in Swedish and English to join our team and help ensure seamless service delivery to our clients.

Key Responsibilities:
- Deliver high-quality customer support to Swedish-speaking clients via email, phone, and chat.
- Manage customer inquiries, service requests, and escalate issues to ensure timely resolution.
- Process translation document requests, maintaining quality and timely delivery.
- Collaborate with internal teams to troubleshoot and resolve service-related challenges efficiently.
- Coordinate with translation suppliers to guarantee adherence to deadlines and quality standards.
- Monitor ongoing translation projects, addressing delays or quality concerns proactively.
- Maintain accurate and up-to-date customer records within CRM systems.
- Track key service metrics and ensure compliance with Service Level Agreements (SLAs).
- Identify opportunities for process improvements to enhance service efficiency and customer satisfaction.
- Provide proactive updates and follow-ups to customers, ensuring a smooth and positive experience.
- Work cross-functionally with operations, technical support, and product teams to optimize service delivery.
- Stay informed about product offerings and industry best practices to continually improve customer interactions.

Required Qualifications:
- Fluency in both written and spoken Swedish and English is essential.
- Minimum of three years’ experience in customer service, account management, or service delivery roles.
- Strong knowledge of customer service principles, issue troubleshooting, and case management.
- Experience using CRM platforms such as Salesforce, Zendesk, or similar tools.
- Excellent verbal and written communication skills in Swedish and English.
- Proven problem-solving skills with a solution-oriented mindset.
- Ability to work collaboratively across teams in a fast-paced, remote environment.
- Reliable personal equipment and a stable internet connection are mandatory.

Preferred Qualifications and Benefits:
- A Bachelor’s degree in Business, Communications, or a related field is preferred.
- Experience working with SLAs, KPIs, and analyzing customer feedback to optimize service delivery.
- Adaptability and a customer-centric approach suited to dynamic work settings.

This role is ideal for a dedicated professional passionate about delivering exceptional service to Swedish-speaking customers while contributing to a socially impactful mission. If you thrive in a collaborative, technology-driven environment and are committed to enhancing communication for those in need, DigitalTolk offers a meaningful opportunity to grow your career.