The role

As a Customer Support Specialist (CSS), you will help develop a culture of Customer Excellence by handling customer problems and issues promptly and thoroughly, while answering product and service questions.

You will build relationships and trust with our clients by assisting, guiding and training them on our platforms and their different functions. You will work with customers at all levels to remove blockers and adapt our software to help them achieve their business goals.

Duties and responsibilities

The role is defined, but not limited to, the following:

• Answer customer support requests via telephone, email or web promptly to enhance the customer experience.
• Listen patiently and attentively to customers’ queries, manage the resolution or connect them with the appropriate teams to address their needs.
• Quickly learn the functions of our support tools and systems to log and resolve customer requests.
• Resolve platform or service problems by clarifying the customer’s complaint, determining the root cause, selecting and explaining the best solution, and expediting any necessary correction or adjustment.
• Assist users with different tasks in our system, such as assisted disseminations, media database lists and quarterly reports for our listed clients.
• Work with Customer Experience management to maintain best practices for efficient customer support and communication.
• Address customer questions about new products or services.
• Collaborate with Customer Success Managers, Onboarding & Implementation Consultants and other customer-facing teams to ensure service excellence.
• Contribute to bottom-line sales by increasing customer satisfaction and reducing customer churn.
• Work cross-functionally with internal and external partners and stakeholders, including the Sales department, Finance, other distribution channels and stock exchanges.
• Perform other duties as required.

Essential Skills and Experience

• Highly customer-focused, with a real passion for the customer experience and customer support industry.
• Driven, self-starting and enthusiastic, with an “ownership” mentality.
• Adaptable and able to thrive in a fast-paced, ever-evolving environment.
• Able to handle stressful and pressured situations.
• Proven experience in a customer-facing role.
• Ability to collaborate with internal and external partners while coordinating key customer deliverables and ensuring a world-class customer experience.
• Advanced listening and verbal communication skills, with the ability to understand customers’ needs and respond clearly and concisely, both verbally and in writing.
• Enthusiastic, with a strong work ethic, positive mindset and can-do attitude.
• Influencing and negotiation skills.
• A team player who appreciates working together towards a common goal.
• Experience with Freshdesk and/or Salesforce is beneficial.
• Excellent Swedish and English language skills, both written and verbal.
• Additional Nordic languages are an advantage.
• Working knowledge of MS Office Suite, including Word, Excel and PowerPoint, is required.
• An undergraduate degree is preferred.

What We Offer 

Upon joining Cision, you will immediately have access to a range of benefits that are fully or partially funded by the company or can be selected at your own cost and form part of your overall benefits package. These benefits include:

• Pension Plan
• Group Insurances
• Wellness allowance
• ATK days
• Gym Discount
• Glasses
• Employee Assistance Programme (EAP)
• Cision Global Charitable Giving Program
• Headspace

The standard working hours will be 37.5 hours per week, Monday to Friday, either early shift 07:30 to 16:00 or late shift  09.15 to 17:45 excluding one-hour unpaid lunch break per day.

If this opportunity feels like the right fit for you, we’d love to hear from you! Please note that for this role, we are only able to consider candidates who are already based in the country of employment.

As we’re a global Talent Acquisition team, we’d really appreciate it if you could share your CV in English. This will help us make sure your application can be reviewed by everyone involved in the recruitment process.

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