Swedish Voice of Customer

4 days ago


Stockholm, Stockholm, Sweden Transcom AB Full time
Brinner du för kundnöjdhet och problemlösning?

Trivs du i en dynamisk miljö där du kan göra direkt skillnad för kundupplevelsen? Bli en del av vårt Samsung-team i Stockholm på Transcom, där du kommer att vara den avgörande länken mellan Samsung och dess kunder, och säkerställa att deras problem hörs, undersöks och löses effektivt. Transcom är stolta över att meddela att vi har utsetts till Årets Karriärföretag 2025, för sjätte året i rad.

Vad vi erbjuder Dig

På Transcom tror vi på att främja tillväxt och karriärutveckling samtidigt som vi skapar en stödjande och engagerande arbetsplats. Här är vad du kan förvänta dig:

- Konkurrenskraftig lön
- Omfattande utbildningsprogram – Bli fullt utrustad för framgång från dag ett
- Karriärmöjligheter – 90% av våra ledare började inom kundtjänst
- Kollektivavtal och pensionsplan
- Hälso- och friskvårdsförmåner
- En dynamisk och inkluderande arbetsmiljö
- Ett helt nytt kontor, nyrenoverat.
- 24/7 tillgång till vårt toppmoderna gym och bastu

Din roll som VOC-agent

Som Kundens Röst (VOC)-agent kommer ditt huvudansvar att vara att hantera och lösa kundklagomål och eskaleringar, samtidigt som du kontinuerligt arbetar för att förbättra processer för att öka kundnöjdheten. Du kommer att:

- Hantera ärenden från början till slut – Hantera allmänna klagomål, ärenden från Allmänna reklamationsnämnden och reklamationer
- Kommunicera med kunder via flera kanaler – Telefon, e-post och chatt
- Undersöka och analysera ärenden noggrant – Samla in rapporter, uttalanden och nödvändig dokumentation
- Besluta om ärendelösningar – Bestämma resultat, ersättningar eller nödvändiga eskaleringar
- Samarbeta med interna team – Arbeta nära med callcenteragenter, servicebutiker och försäkringsbolag
- Bidra till processförbättringar – Identifiera problem, eskalera ärenden och driva lösningar

Vad vi söker

För att lyckas i den här rollen tror vi att du är en stark kommunikatör i både skriftliga och muntliga ärenden, en kundfokuserad inställning och ett strukturerat tillvägagångssätt för att hantera flera ärenden effektivt. Du har en analytisk problemlösningsförmåga för att bedöma klagomål och hitta de bästa lösningarna samtidigt som du upprätthåller professionalism, motståndskraft och empati i hanteringen av komplexa ärenden.

Krav:

- Flytande svenska och engelska (i tal och skrift)
- Tidigare erfarenhet av att hantera komplexa reklamationer – Helst inom hemelektronik eller eftermarknadstjänster
- God förståelse för konsumenträtt och klagomålshantering
- Kunskaper i Microsoft Office (Outlook, Word, Excel)
- Tidigare erfarenhet av kundtjänst, särskilt via telefon

Plats: Kista, Stockholm

Jobbtitel: Kundens Röst - VOC

Språk: Svenska & Engelska

Anställningsform: Tillsvidareanställning + 6 månaders provanställning.

Arbetstid: Måndag - fredag, kontorstider. (Inga kvällar eller helger)

Startdatum: 7 april 2025

Om Transcom

Transcom är en global ledare inom kundtjänstlösningar, verksam i 29 länder med över 90 kontaktcenter över hela världen. Vi är dedikerade till att leverera exceptionella kundupplevelser och främja en positiv arbetsmiljö där våra anställda kan blomstra.

På Transcom bryr vi oss om våra medarbetare – från våra kunder till våra kollegor. Bli en del av oss och var med och gör något större

? Ansök nu Intervjuer genomförs löpande, så vänta inte – skicka in din ansökan idag

Om du har några frågor om rollen, tveka inte att kontakta oss på Reece.McTavish@transcom.com

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