Customer Care Specialist

The energy sector is on most people’s minds these days and a lot is happening, not the least within green energy and local energy solutions. Stockholm Gas has a long tradition in Stockholm, the first street light being lit in 1853.

The gas grid provides Stockholm, Solna and Sundbyberg with biogas and natural gas. The current composition of the gas supplied through the network includes approx. 80% biogas. They deliver gas to 50 000 private consumers as well as companies in various sectors.

Stockholm Gas is in an exciting time with a new CEO leading the company on a growth journey, focusing on biogas and other local solutions for green energy.

The Role
Central in all businesses are the customers. We are looking for someone who is deeply engaged in ensuring excellent customer experience by customer support and service.

You’re the type of person who has always been the one who gets the most difficult of client conundrums and solves them in a smooth manner. You are a great listener and problem solver. You are also able to see how customer service can be improved and enjoy sharing your strategies and knowledge with others.

In this position you will be responsible for the daily operation of Stockholm gas customer service. You will follow up and analyze SCSI and other key numbers for customer service on incoming calls. Together with CSM you will develop customer service, both the quality offered to customers – and the processes of streamlining the workflows within customer processes to make them more efficient.

Stockholm Gas strives to offer excellent customer service and your primary focus will be to take on challenging customer support cases that the first line can’t solve and support the first line in better solving these issues. You will be working to develop their customer service by setting up ways of working, training material and educating first line support colleagues.

Another important area in this role will be the management of the customer systems, which you will own in cooperation with IT and system suppliers. You are the operational owner who ensures that information in the customer systems is handled correctly and is updated when necessary. You are a member of the management organization for the systems and you are the superuser – with responsibility to spread your knowledge further within the organization and to first line customer service.

To qualify for this position you have worked with customer support for at least a few years and have a proven track record on deliverance. You are structured and methodological, as well as having the ability to be flexible, service minded and know when it’s correct and needed to redirect your attention. 

Let us know if this sounds like a challenge you are interested in taking on!