Customer Support Specialist with Swedish and English
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Job Description
Our client is the world's largest international mobile virtual network operator, serving over 16 million customers across 23 countries—with a new customer joining every two seconds. Our mission is to connect friends and family around the world by offering low-cost, high-quality data and voice services. We are expanding our portfolio to include financial and travel services, helping people stay in touch across borders.
Role Overview
We are seeking dedicated, customer-focused Voice Customer Support Associates to handle inbound customer service interactions. This is a pure customer service role with no sales or upsell components. You will be the trusted voice and advocate for millions of customers across 18+ global markets, helping them resolve issues quickly and delivering exceptional experiences at every touchpoint.
The ideal candidate will demonstrate strong communication skills, active listening, empathy, and a genuine passion for resolving customer concerns professionally and efficiently.
Key Responsibilities
• Handle inbound interactions via voice calls and non-voice channels (email, chat, etc.) with prompt, accurate, and courteous support
• Understand and resolve customer issues effectively per established process guidelines and standard operating procedures
• Provide accurate information related to products (prepaid & post paid), services, billing, technical troubleshooting, and general inquiries
• Achieve First Contact Resolution (FCR) where possible; escalate complex issues per defined criteria with clear documentation
• Maintain compliance standards including regulatory requirements (FCC CPNI, Ofcom, ACMA per applicable market), data privacy, and internal guidelines
• Document interactions accurately in CRM systems with clear, professional notes and ensure proper ticket closure
• Meet KPI targets including AHT, FCR, schedule adherence, call quality, and compliance standards
• Demonstrate professionalism, empathy, and clarity in every customer interaction, maintaining patience under pressure
• Learn continuously, stay updated on products/services, and embrace process improvements and feedback
Requirements
Function: Customer Service
Experience Level: Not Applicable