About the job:

As a Customer Service Advisor in Digital Customer Operations, you will be responsible for providing top-notch customer support through various digital channels, ensuring customer satisfaction, resolving issues promptly, and maintaining the company's reputation for exceptional service. This role requires excellent communication skills, a customer-centric attitude, and proficiency in using digital platforms, particularly Salesforce. This role is located in Malmö and will report to the manager, DCO.

Key Responsibilities:

• Handle all incoming cases in Salesforce (Connex), ensuring timely and accurate updates.
• Ensure the mini-chat on the website is monitored and customer inquiries are addressed promptly.
• Act as the first responder to incoming customer service calls, providing initial support and escalating when necessary.
• Implement strategies to retain customers, addressing their concerns and providing solutions to enhance loyalty.
• Identify opportunities to convert service leads into sales leads, enhancing revenue potential.
• Work with all customer service cases in the system, updating records and ensuring follow-through until resolution.
• Book service appointments at workshops as needed.
• Create test drive, offer and service requests for all relevant cases.
• Build and maintain positive relationships with customers, providing proactive support and follow-up communications.
• Gather and report customer feedback to improve service delivery and products.
• Maintain up-to-date knowledge of Hyundai’s products, services, and promotions.
• Assist customers with product selection and usage guidance.
• Create new knowledge articles and update existing ones to ensure the information provided to customers is current and accurate.
• Utilize, update and maintain Salesforce (Connex) and other digital tools to manage customer interactions.
   

Required education, experience, and skills:

• Academical degree or equivalent; additional qualifications in customer service or a related field are a plus.
• Previous experience in customer service, preferably in a digital or online environment.
• Excellent written and verbal communication skills in both Swedish and English.
• Familiarity with Salesforce, digital communication platforms, CRM systems, and other customer service software.

Desired competencies:

• Strong analytical and problem-solving skills.
• A genuine desire to help customers and provide exceptional service.
• Ability to work in a fast-paced, dynamic environment and adapt to changing customer needs.
• Collaborative attitude and willingness to work as part of a team.
• Strong time management and organizational abilities.