DigitalTolk is an organization and company that works to make an impact. Our purpose is to give a voice to those who don’t speak the local language; we arrange translators so that patients can get medical treatments in their new country and communicate with doctors. We arrange translators for crime victims so that they can get justice. Our job is to arrange interpreters through our platform for our customers. Our end customers are hospitals, courts/lawyers, and municipalities who communicate with refugees and other people in need. Our company purpose is to use technology to make the world a better place. And we’re currently hiring developers to join us on this journey! We are a company based in Sweden with employees in all parts of the planet.
The ideal candidate for the Customer Service Representative role will have strong experience in customer support, issue resolution, and service optimization, with fluency in Swedish and English. This role involves handling customer queries, ensuring smooth service delivery, and collaborating with internal teams to enhance customer satisfaction.
- Provide high-quality customer support to Swedish-speaking clients via email, phone, and chat.
- Manage customer inquiries, service requests, and issue escalations while ensuring timely resolution.
- Handle translation document requests from customers, ensuring timely processing and quality assurance.
- Work closely with internal teams to troubleshoot and resolve service-related issues efficiently.
- Coordinate with translation suppliers, ensuring timely delivery and adherence to quality standards.
- Follow up on ongoing translation projects, addressing any delays or quality concerns.
- Maintain accurate customer records and documentation in CRM systems.
- Monitor key service metrics, ensuring compliance with SLAs (Service Level Agreements).
- Identify process improvement opportunities to enhance service efficiency and customer satisfaction.
- Provide proactive updates and follow-ups to customers, ensuring a seamless service experience.
- Collaborate with cross-functional teams (operations, technical support, and product teams) to optimize service delivery.
- Stay updated on product knowledge and industry best practices to deliver exceptional customer experiences.
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