Customer Experience Operations Specialist

3 days ago


Stockholm, Stockholm, Sweden Voi Technology AB Full time

Company Overview:

Voi Technology AB is a leading micromobility company that aims to create sustainable cities made for living. We believe in the importance of providing excellent customer experience and ensuring compliance with company policies and procedures.

Job Description:

As a Process and Resolution Expert, you will be responsible for supporting customer escalated issues and managing critical incident cases in close collaboration with stakeholders across various teams. This role involves working continuously to ensure high-quality customer request resolutions across all markets.

  • Supporting customer support agents to resolve tickets in line with company policies
  • Managing and resolving sensitive critical incident cases by ensuring high-quality communication, collecting documentation, and coordinating between customers, external stakeholders, and internal teams
  • Contributing to root cause analysis to address underlying problems for escalations and working continuously to provide feedback and suggestions for enhancing the customer experience operations
  • Collaborating with the Customer Experience Operations team to address gaps and uncertainties in documentations, update and develop new training material, improve utilization of the chatbot, and enhance case management and service quality across all markets


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