Customer Service Specialist (Swedish-Speaking)

We are seeking a results-driven Swedish-speaking Customer Service Specialist to work on our client project. The project involves supporting a leading Nordic online retailer. In this role, you will be the bridge between the brand and customers after they have placed an order. Your mission is to ensure their post-purchase experience is smooth, clear, and reliable.

This role will drive the post-purchase journey, taking ownership of complex inquiries and collaborating closely with various internal departments, transforming them into seamless resolutions and ensuring that every touchpoint contributes to an exceptional customer experience.

Responsibilities:

• Provide timely and clear assistance across the international sales channels.
• Efficiently process order changes, cancellations, returns, and refunds.
• Handle claims and customer disputes with accuracy, empathy, and a problem-solving mindset.
• Keep support materials and self-service documentation up to date to empower our customers.
• Help improve customer communication strategies specifically for the post-purchase journey.
• Coordinate with various departments (Logistics, Sales, etc.) to resolve complex customer cases.

Qualifications:

• Minimum 12 years of experience in customer service, with a proven background in contacting customers via both phone and email.
• Native or Professional fluency in Swedish (written and spoken) is mandatory.
• Professional proficiency in English, as it is the primary working language.
• Professional proficiency in written and spoken communication skills.
• Ability to thrive in a multicultural, international team environment and a problem-solving mindset.

Nice to have:

• Additional proficiency in Danish or Finnish is a major plus.
• Experience in the retail or e-commerce sectors.
• Specific experience handling returns, refunds, and claims.
• Familiarity with Zendesk or similar CRM/ticketing tools.
• Experience with email automation or customer communication software

About Iglu

Iglu is a multinational network of companies that hires digital professionals around the world to work for international clients either fully remote or from its locations in Thailand, Vietnam and Hong Kong. We are organized to maximize a sustainable work-life balance for our employees, whilst delivering an efficient, productive, and high-quality service for our clients.

Join our community of like-minded digital professionals and access opportunities to work remotely in a whole new way. You will be part of an amazing group of people with a flexible company culture that encourages you to live the way you like and work on projects of your choice.