Customer Support Specialist - SWEDISH speaking

PRIME Research Brazil; Stockholms kommun; On-site; SEK 360,000 - 540,000; Full time

Benefits offered by this job

Pension Plan

Group Insurances

Wellness allowance

ATK days

Gym Discount

Glasses

EAP

Giving Program

Headspace

Job summary

Cision is seeking a Customer Support Specialist to handle inquiries and guide customers through our platforms. You will build trust with clients by providing thorough assistance and training on product features to help achieve business goals.

Responsibilities include handling requests, logging issues, and collaborating with multiple teams to ensure exceptional service and minimize churn. Strong Swedish and English skills are required; experience with Freshdesk or Salesforce is a plus.

Qualifications

• Proven experience in a customer-facing role.
• Excellent Swedish and English language skills, both written and verbal.
• Experience using Freshdesk and/or Salesforce is beneficial.

Responsibilities

• Answer customer support requests via telephone, email or web.
• Log and resolve customer requests using our tools and systems.
• Clarify the customer’s issue, identify root cause, and explain the best solution.
• Collaborate with Customer Success, Onboarding & Implementation teams to ensure service excellence.
• Contribute to customer satisfaction and reduce churn.

Skills

Customer focus

Communication

Swedish (oral & written)

English (oral & written)

MS Office

Freshdesk or Salesforce

Team player

Education

Undergraduate degree preferred

Tools

Freshdesk

Salesforce

Job description

At Cision, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As part of our global team, you'll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate.

Join us in shaping the future of communication and building authentic connections that matter. Whether you're solving complex problems or driving bold innovations, your growth is our success, and together, we’ll create the conversations of tomorrow.

Empower your impact at Cision. Be seen, be understood, be you.

The role

As a Customer Support Specialist (CSS), you will help develop a culture of Customer Excellence by handling customer problems and issues promptly and thoroughly, while answering product and service questions. You will build relationships and trust with our clients by assisting, guiding and training them on our platforms and their different functions. You will work with customers at all levels to remove blockers and adapt our software to help them achieve their business goals.

Duties And Responsibilities

• Answer customer support requests via telephone, email or web promptly to enhance the customer experience.
• Listen patiently and attentively to customers’ queries, manage the resolution or connect them with the appropriate teams to address their needs.
• Quickly learn the functions of our support tools and systems to log and resolve customer requests.
• Resolve platform or service problems by clarifying the customer’s complaint, determining the root cause, selecting and explaining the best solution, and expediting any necessary correction or adjustment.
• Assist users with different tasks in our system, such as assisted disseminations, media database lists and quarterly reports for our listed clients.
• Work with Customer Experience management to maintain best practices for efficient customer support and communication.
• Address customer questions about new products or services.
• Collaborate with Customer Success Managers, Onboarding & Implementation Consultants and other customer-facing teams to ensure service excellence.
• Contribute to bottom‑line sales by increasing customer satisfaction and reducing customer churn.
• Work cross‑functionally with internal and external partners and stakeholders, including the Sales department, Finance, other distribution channels and stock exchanges.
• Perform other duties as required.

Essential Skills And Experience

• Highly customer-focused, with a real passion for the customer experience and customer support industry.
• Driven, self‑starting and enthusiastic, with an “ownership” mentality.
• Adaptable and able to thrive in a fast‑paced, ever‑evolving environment.
• Able to handle stressful and pressured situations.
• Proven experience in a customer‑facing role.
• Ability to collaborate with internal and external partners while coordinating key customer deliverables and ensuring a world‑class customer experience.
• Advanced listening and verbal communication skills, with the ability to understand customers’ needs and respond clearly and concisely, both verbally and in writing.
• Enthusiastic, with a strong work ethic, positive mindset and can‑do attitude.
• Influencing and negotiation skills.
• A team player who appreciates working together towards a common goal.
• Experience with Freshdesk and/or Salesforce is beneficial.
• Excellent Swedish and English language skills, both written and verbal.
• Additional Nordic languages are an advantage.
• Working knowledge of MS Office Suite, including Word, Excel and PowerPoint, is required.
• An undergraduate degree is preferred.

What We Offer

Upon joining Cision, you will immediately have access to a range of benefits that are fully or partially funded by the company or can be selected at your own cost and form part of your overall benefits package. These benefits include:

• Pension Plan
• Group Insurances
• Wellness allowance
• ATK days
• Gym Discount
• Glasses
• Employee Assistance Programme (EAP)
• Cision Global Charitable Giving Program
• Headspace

The standard working hours will be 37.5 hours per week, Monday to Friday, either early shift 07:30 to 16:00 or late shift 09.15 to 17:45 excluding one-hour unpaid lunch break per day.

Please note that for this role, we are only able to consider candidates who are already based in the country of employment.

Cision is the global leader in consumer and media intelligence, engagement, and communication solutions. We equip PR and corporate communications, marketing, and social media professionals with the tools they need to excel in today's data driven world. Our deep expertise, exclusive data partnerships, and award-winning products, including CisionOne, Brandwatch, and PR Newswire, enable over 75,000 companies and organizations, including 84% of the Fortune 500, to see and be seen, understand and be understood by the audiences that matter most to them.

Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long‑term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion™ pledge and named a “Top Diversity Employer” for 2021 by DiversityJobs.com.

Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.

Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact [e-mail]

Cision, Inc. "the Company" only communicates with candidates and extends job offers through direct channels, not third parties.

Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.