Remote Customer Service Representative (Swedish Speaker)

DigitalTolk; Karachi Division; Remote; PKR 9,834,000 - 15,454,000; Full time

Benefits offered by this job

Incentive Bonus

Leaves

Medical

Job summary

DigitalTolk is seeking a Customer Service Representative to support Swedish-speaking clients via email, phone, and chat from a remote setup. You will handle inquiries, escalations, translation document requests, and coordinate with translation suppliers to ensure timely, quality service.

The role requires fluent Swedish and English, experience with CRM systems, and a proactive approach to improving service processes in a remote environment.

Qualifications

• Fluent in Swedish and English with strong written and verbal communication.
• Experience in customer support, issue resolution and service optimization.
• Comfortable working in a fast-paced, remote environment with reliable equipment and stable internet.

Responsibilities

• Provide high-quality customer support to Swedish-speaking clients via email, phone, and chat.
• Manage customer inquiries, service requests, and issue escalations while ensuring timely resolution.
• Handle translation document requests from customers, ensuring timely processing and quality assurance.
• Work closely with internal teams to troubleshoot and resolve service-related issues efficiently.
• Coordinate with translation suppliers, ensuring timely delivery and adherence to quality standards.
• Follow up on ongoing translation projects, addressing any delays or quality concerns.
• Maintain accurate customer records and documentation in CRM systems.
• Monitor key service metrics, ensuring compliance with SLAs (Service Level Agreements).
• Identify process improvement opportunities to enhance service efficiency and customer satisfaction.
• Provide proactive updates and follow-ups to customers, ensuring a seamless service experience.
• Collaborate with cross-functional teams (operations, technical support, and product teams) to optimize service delivery.
• Stay updated on product knowledge and industry best practices to deliver exceptional customer experiences.

Skills

Swedish fluency

English fluency

Customer support

CRM familiarity

Tools

CRM Systems (Salesforce/Zendesk)

Job description

Job Description: About DigitalTolk

DigitalTolk is an organization and company that works to make an impact. Our purpose is to give a voice to those who don’t speak the local language; we arrange translators so that patients can get medical treatments in their new country and communicate with doctors. We arrange translators for crime victims so that they can get justice. Our job is to arrange interpreters through our platform for our customers. Our end customers are hospitals, courts/lawyers, and municipalities who communicate with refugees and other people in need. Our company purpose is to use technology to make the world a better place. And we’re currently hiring developers to join us on this journey! We are a company based in Sweden with employees in all parts of the planet.

The ideal candidate for the Customer Service Representative role will have strong experience in customer support, issue resolution, and service optimization, with fluency in Swedish and English. This role involves handling customer queries, ensuring smooth service delivery, and collaborating with internal teams to enhance customer satisfaction.

• Provide high-quality customer support to Swedish-speaking clients via email, phone, and chat.
• Manage customer inquiries, service requests, and issue escalations while ensuring timely resolution.
• Handle translation document requests from customers, ensuring timely processing and quality assurance.
• Work closely with internal teams to troubleshoot and resolve service-related issues efficiently.
• Coordinate with translation suppliers, ensuring timely delivery and adherence to quality standards.
• Follow up on ongoing translation projects, addressing any delays or quality concerns.
• Maintain accurate customer records and documentation in CRM systems.
• Monitor key service metrics, ensuring compliance with SLAs (Service Level Agreements).
• Identify process improvement opportunities to enhance service efficiency and customer satisfaction.
• Provide proactive updates and follow-ups to customers, ensuring a seamless service experience.
• Collaborate with cross-functional teams (operations, technical support, and product teams) to optimize service delivery.
• Stay updated on product knowledge and industry best practices to deliver exceptional customer experiences.

Job Specification

Technical & Soft Skills

• CRM Systems: Experience with platforms like Salesforce, Zendesk, or similar.
• Communication: Excellent verbal and written communication skills in both Swedish and English.
• Problem-Solving: Ability to handle customer concerns with a solution-oriented approach.
• Service Optimization: Experience working with SLAs, KPIs, and customer feedback analysis.
• Collaboration: Ability to work cross-functionally with internal teams.
• Adaptability: Comfortable in a fast-paced, remote working environment.
• The candidate must have reliable equipment and a stable internet connection.
• The candidate must be fluent in both spoken and written Swedish.

This role is ideal for a customer-centric professional who thrives in a dynamic environment and is passionate about delivering outstanding service to Swedish-speaking customers.

Job Rewards and Benefits

• Incentive Bonus
• Leaves
• Medical