Customer Care Assistant Nordics

TCL Electronics Europe; Stockholms kommun; On-site; SEK 420,000 - 520,000; Full time

Job summary

TCL Electronics Europe, Stockholm, is seeking a Customer Care Assistant Nordics to join the European After Sales team. You will support distributors and dealers, ensure service procedures are followed, and help achieve targets on repair turnaround time, quality, and NPS.

Fluent Swedish and English, a BA/BS and at least 3 years in customer service are required. The role combines administrative and technical tasks, with a focus on collaboration across the Nordic region.

Qualifications

• BS/BA degree or equivalent.
• Fluent in Swedish and English.
• 3 years work experience.
• Experience in Customer Service (preferably consumer electronics).
• Knowledge of the Nordic Service market.
• Technical knowledge from After Sales.
• Analytical approach to changing business conditions.
• Strong interpersonal skills.
• Ability to work independently.
• Organized, detail-oriented with good follow-through.
• Proficient in CRM and data analysis.

Responsibilities

• Coordinate distributor and dealer after-sales activities and procedures.
• Answer customer questions, resolve problems, and maintain customer satisfaction.
• Manage repair/service center operations including coaching, support, and meetings.
• Administrative reporting to verify each repair until validation.
• Monitor daily issues and coordinate with stakeholders to resolve anomalies.

Skills

Swedish and English fluency

Customer service experience

Analytical skills

Interpersonal skills

Problem-solving

Teamwork

Independent working

Detail oriented

Education

BS/BA degree or equivalent

Tools

CRM system

Excel

Job description

We are currently looking for a Customer Care Assistant Nordics to join and strengthen our Nordic team. TCL Nordics are selling a wide range of products such as TV, Commercial Displays, White Goods, Air Condition and Mobile products. It is a broad role requiring both Administrative and Technical capabilities.

Title

Customer Care Assistant (After Sales)

Reporting

Reports to Customer Care Manager Nordic and Senior Customer Care Manager Europe.

Location

Stockholm, Sweden, share office

Contract Type

Permanent employment with 6 month probationary period.

Core working tasks

You will be a part of the Nordic TCL organization and European After Sales team reporting to the Nordic Customer Care Manager. You will contribute to best in class service in the Nordic countries and secure that set goals are met (including, but not limited to, Repair TAT, Repair Quality and NPS improvement).

Distributor and Dealer After-Sales Conditions management

• Ensure that all Distributors and Dealers in the Territory have the latest Service procedures and are well aware about all details.
• Answers customers’ questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources.
• Manage aspects related to repair/service centers in the territory, included, but not limited to, daily operations, coaching on procedures, support, regular phone and face-to-face meeting, repairs validation, payment follow-up.
• Administrative reporting to check each repair till its validation.

Daily Operations

• Manage and Monitor daily issues. Coordinate with all concerned stakeholders to fix anomalies, search for solutions and long term fix.
• Maximizes customer operational performance by supervising system and monitor all the resources: Pending cases from ASP, Call Center performance, etc.

Education & Experience

• BS/BA degree or equivalent.
• Fluent in Swedish and English is mandatory.
• 3 years work experience.
• Experienced in Customer Service (preferably consumer electronics industry).
• Knowledge of the Nordic Service market
• Technical Knowledge and experience from After Sales
• Strategic, analytical approach toward navigating changing business conditions, problem-solving and making decisions which are both cost-driven and consumer-driven decisions.
• Flexible, adaptable team player with strong interpersonal skills.
• Capable to work independently.
• Organized, detail-oriented with excellent follow-through and follow-up abilities.
• Good knowledge of internal systems (CRM) and working with data analysis as well as in Excel.
• Effective oral & written communication.