Remote Customer Service Representative (Swedish Speaker)

About the role

DigitalTolk arranges interpreters for hospitals, courts, lawyers and municipalities that communicate with refugees and other people in need. It is looking for a remote Customer Service Representative fluent in Swedish and English to handle customer queries, ensure smooth service delivery and work with internal teams to improve customer satisfaction.

Key responsibilities

• Provide high-quality customer support to Swedish-speaking clients by email, phone and chat.
• Manage customer inquiries, service requests and escalations, resolving them promptly.
• Handle translation document requests, ensuring timely processing and quality assurance.
• Work with internal teams to troubleshoot and resolve service issues, and coordinate with translation suppliers on delivery and quality.
• Follow up on ongoing translation projects and address delays or quality concerns.
• Maintain accurate customer records in CRM systems and monitor service metrics against SLAs.
• Identify process improvements, give customers proactive updates and collaborate with operations, technical support and product teams.

Required profile

• Fluency in spoken and written Swedish and English.
• 3+ years of experience in customer service, account management or service delivery.
• Bachelor's degree in Business, Communications or a related field preferred.
• Reliable equipment and a stable internet connection.

Required skills

• CRM systems such as Salesforce or Zendesk.
• Understanding of customer service principles, troubleshooting and case management.
• Experience with SLAs, KPIs and customer feedback analysis.
• Excellent verbal and written communication in Swedish and English.