Customer Service Officer

Large company with great ambitions and close relations

efficy is a leading European Customer Relationship Management (CRM) solution that provides businesses of all sizes with complete, flexible, customizable, and scalable software to enable their growth. efficy’s platform includes products for marketing automation, sales, project management, customer service, and customer nurturing. Currently, more than 300,000 users from 63 countries use efficy’s tool.

Founded in 2005 and headquartered in Brussels, efficy’s around 500 employees work in local offices in Belgium, France, Spain, the Netherlands, Sweden, Denmark, Finland, Norway, Warsaw,Hong Kong, or remotely.

Our mission is to contribute to the success of every company by helping them transform customer data into customer insight while simplifying the work of their employees.

In efficy, two days are rarely the same, and things are changing rapidly. So, fasten your seat belt, and join us on the journey.

A unique work experience & company culture

We want our employees to thrive in their daily lives, and therefore you can expect challenges, online music quizzes, onsite ping-pong tournaments, and lots more. Communication is informal, and your colleagues are only a short call away.

Your Mission

To take responsibility for telephone/message service delivery to customers as well as the administrative and organisational follow-ups, in order to provide an effective, customer-centric support to our customers.

Key Responsibilities

• Act as the first point of contact for customers on various channels (telephone, mail, chat), delivering an efficient and customer-focused service to maximize overall customer satisfaction.

• Process incoming inquiries from customers promptly and accurately to provide timely and appropriate solutions within set objectives.

• Effectively identify and triage tickets, routing them to the appropriate support levels or other teams for efficient resolution, and ensuring verification of ticket closure.

• Analysing and resolving functional issues in the products we sell to customers.

• Proactively gather and escalate customer suggestions and identified issues, ensuring they are effectively communicated to the relevant teams.

• Maintaining knowledge of our products in the Nordics. You adopt a proactive attitude in gaining knowledge of new or changed functionalities.

• Maintaining knowledge of internal procedures to be able to answer as many questions as possible before redirecting it to another team.

• Managing and drafting standard texts and instruction documents in order to make the customer care process as efficient as possible.

• Updating customer records after each interaction with a customer. You add clear and concise notes to customer records explaining what the interaction entailed and report on trends as necessary.

• Contributing to various projects that impact the team, including feedback projects, improvements to the knowledge database of troubleshooting guides and more.

About YOU

• Fluency in English and Swedish is a must. Fluency in other Nordic language is a bonus.

• Customer-centric mindset.

• Strong communication, collaboration and problem-solving skills.

• A hands-on mentality and curiosity to learn.

• Knowledge of CRM and/or marketing technology is an advantage.

• Experience in customer facing interactions.

• Independent, articulate, stress-resilient, team player.

• Experience with Microsoft Office, in particular Word and Excel.

• The ability and drive to perform under high time pressure if required.

• Technically savvy, experience working within the software industry is a bonus.

• Based in Malmö

We offer YOU

• A competitive salary package and a referral program
• A stable and growing company with an entrepreneurial mindset where we will listen to your ideas and support you to make it happen
• High flexibility and hybrid work is part of our DNA
• International growing opportunities and internal mobility
• Learning opportunities: languages, tech, product, sales techniques, leadership

efficy is a people-first employer. We offer equal opportunities to all our candidates. We pride ourselves on the diversity of our people. We welcome you, and everything that makes you—well, you. That includes your gender identity, sexual orientation, religion, ethnicity, age, or disability status. So, if you’re interested in joining us, please feel free to apply. We can’t wait to meet you!

Disclaimer

efficy is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at efficy via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of efficy. No fee will be paid in the event the candidate is hired by efficy as a result of an unsolicited referral or through other means.