Customer Experience Operations Specialist

7 days ago


Stockholm, Stockholm, Sweden Voi Technology AB Full time

At Voi Technology AB, we are dedicated to creating sustainable cities for living. As a Process & Escalation Associate, you will play a vital role in ensuring the smooth operation of our customer experience operations.

We are seeking a motivated and detail-oriented team player who can stay structured and calm while resolving highly sensitive issues. Key responsibilities include:

  • 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 providing feedback to enhance the customer experience operations
  • Collaborating with the Customer Experience Operations team to address gaps and uncertainties in documentations, update training material, improve chatbot utilisation, and enhance case management and service quality across all markets

To succeed in this role, you will need:

  • Professional fluency in English and German, both written and spoken
  • Experience working with customer experience or customer service operations with set KPIs and resolution rates
  • Experience from working with escalated and complex customer support cases
  • Experience from following and ensuring compliance with defined company policies and standard operating procedures
  • Experience from collaborating independently with diverse senior stakeholders
  • Proficiency in G-suite

Voi Technology AB is more than just a company; it's a community that builds something meaningful for society. In addition to this, you'll have the opportunity to:

  • Work with inspiring and motivated colleagues towards a common goal
  • Join the micromobility revolution and contribute to creating sustainable cities
  • Enjoy benefits such as employee options programs and professional growth opportunities


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