Critical Incident Case Manager

7 days ago


Stockholm, Stockholm, Sweden Voi Technology AB Full time

Are you passionate about delivering exceptional customer experiences? Do you have a knack for managing complex situations and staying calm under pressure? If so, we encourage you to apply for our Process & Escalation Associate position at Voi Technology AB.

As a key member of our Customer Experience Operations team, you will be responsible for:

  • Supporting customer support agents to resolve tickets efficiently
  • Managing sensitive critical incident cases by ensuring effective communication, documentation collection, and coordination between stakeholders
  • Participating in root cause analysis to identify and address escalation drivers
  • Collaborating with the Customer Experience Operations team to refine processes, develop training materials, and enhance chatbot functionality

Key qualifications for this role include:

  • Fluency in English and German, both written and spoken
  • Experience working in customer experience or customer service operations with established metrics and resolution targets
  • Proven track record of handling escalated and complex customer support cases
  • Ability to ensure compliance with company policies and standard operating procedures
  • Capacity to collaborate effectively with cross-functional stakeholders
  • Proficiency in G-suite applications

At Voi Technology AB, we foster a culture of innovation, collaboration, and mutual respect. Join us and discover a workplace where you can grow professionally and make a real impact on society.



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