Customer Service Manager

Demant; Sundbybergs kommun; On-site; SEK 700,000 - 900,000; Full time

Benefits offered by this job

Professional development opportunities

Collaborative work environment

Meaningful products improving lives

Job summary

Demant Sweden AB in Stockholm is seeking a Customer Service Manager to oversee daily operations and lead a dedicated team, delivering high-quality customer experiences. The role blends hands-on leadership with process improvements and employee development to maintain a positive, high-performing customer service environment.

You will coach reps, manage day-to-day activities, handle inquiries across channels, and drive initiatives to optimize service workflows.

Qualifications

• Experience from customer service, customer support, contact centers, or similar operational environments.
• Previous leadership experience or a strong ambition to grow into a leadership role.
• A structured and proactive approach to work.
• Strong execution skills with a focus on delivering results.
• The ability to communicate clearly and motivate others.
• A customer-focused mindset and a passion for creating positive experiences.
• Fluent in Swedish and English.

Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives.
• Oversee the daily planning, coordination, and prioritization of customer service activities.
• Take ownership of operational challenges and ensure effective follow-up and execution.
• Support the team in handling customer inquiries via phone, email, and digital channels.
• Drive continuous improvements in customer service processes and workflows.
• Implement new initiatives and support change management activities.
• Maintain and make new tenders in a special tender team.

Skills

Leadership experience

Operational mindset

Customer service

Communication

Swedish and English

Job description

Customer Service Manager, Demant Sweden AB

Location: Stockholm.

Are you passionate about creating structure, delivering exceptional customer experiences, and inspiring people to perform at their best? Do you thrive in a role where you combine hands‑on operational involvement with team leadership and continuous improvement? If so, you may be our new Customer Service Manager at Demant.

Lead a Customer Service team

As our Customer Service Manager, you will be responsible for the daily operations of our customer service function, ensuring a high level of service quality and customer satisfaction. You will lead a dedicated team while actively contributing to operational excellence, process improvements, and employee development. This is a role for someone who enjoys balancing people leadership with operational responsibilities and who is motivated by creating a positive and high‑performing customer service environment.

Your Key Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives.
• Oversee the daily planning, coordination, and prioritization of customer service activities.
• Take ownership of operational challenges and ensure effective follow‑up and execution.
• Support the team in handling customer inquiries via phone, email, and digital channels.
• Drive continuous improvements in customer service processes and workflows.
• Implement new initiatives and support change management activities.
• Maintain and make new tenders in a special tender team.

Who Are You?

You may already have leadership experience, or you may be ready to take the next step in your career. Most importantly, you have a strong operational mindset and a genuine passion for people and customer service.

• Experience from customer service, customer support, contact centers, or similar operational environments.
• Previous leadership experience or a strong ambition to grow into a leadership role.
• A structured and proactive approach to work.
• Strong execution skills with a focus on delivering results.
• The ability to communicate clearly and motivate others.
• A customer‑focused mindset and a passion for creating positive experiences.
• Fluent in Swedish and English.

What We Offer

• A key leadership role in a professional and engaged organization.
• The opportunity to influence and further develop the customer service function.
• A collaborative, supportive, and inclusive work environment.
• Professional and personal development opportunities.
• The chance to work with meaningful products that help improve people’s quality of life.

Why Join Demant Sweden?

At Demant Sweden, you become part of the global Demant organization while working in a locally focused business. We are driven by innovation, expertise, and a shared purpose: helping people with hearing loss live life without limitations.

We believe in freedom with responsibility and value initiative, collaboration, and continuous development. Here, you will have the opportunity to make a real impact, both for our customers and for your team.

If you have questions regarding the position, please contact Head of Operations, Nordic, Poul Carl [phone].

We are looking forward to hearing from you.

At Demant, we value diversity, equity and inclusion (DE&I), and we are committed to creating an inclusive working environment. We welcome applications from all qualified candidates regardless of ethnic background, personality, age, gender, and education. Diversity is part of our cultural DNA. Women in STEM areas are particularly encouraged to apply, as Demant supports United Nations Sustainable Development Goal 5 on gender equality.