Customer Support Specialist - Swedish and Danish speaker

As a Customer Support Specialist at Two, your main responsibilities include delivering exceptional customer experiences, taking full ownership of customer issues, and ensuring you provide precise solutions. You will assist in transitioning customers from sales to active adoption, offering training and support while ensuring that customer interactions remain at the heart of every process. Collaboration across teams will be essential to drive customer-centric solutions.

To qualify for the Customer Support Specialist position at Two, you should possess a university degree or relevant experience in a customer-facing role. Effective communication skills in English, both verbal and written, are necessary, as well as being native or fluent in Swedish and Danish. A proactive attitude and the ability to adapt to new software and technical environments are also key aspects for this role.

At Two, the work environment for a Customer Support Specialist is hybrid, balancing both in-office and remote work. While our team operates with a strong emphasis on collaboration and communication, we also offer flexibility, allowing you to choose your working days, with two days required in the office each week. This approach fosters teamwork while also supporting work-life balance.

Two is committed to the growth of its Customer Support Specialists by providing an annual training and learning allowance of SEK 5000. This support encourages team members to pursue further education and enhance their skills, ensuring that staff are equipped with the best practices and knowledge to excel in their roles and contribute to the company’s mission.

At Two, Customer Support Specialists enjoy several benefits aimed at promoting mental and physical well-being. These include SEK 5000 annual allowances for health and fitness, a SEK 5000 allowance for training and education, and support for cell phone expenses every 24 months. These perks reinforce our commitment to ensuring staff are healthy, happy, and continually learning.

Handling difficult customer situations requires patience, empathy, and active listening. A great approach is to remain calm, acknowledge the customer's feelings, and seek to understand their concerns fully before offering solutions. Emphasize how you take ownership of issues and work to identify the best resolutions while maintaining service quality.

When presented with this question, share a specific instance where you went above and beyond. For example, describe a situation where you provided additional resources or training to a customer that led to their success. Focus on the outcome and how your actions strengthened the customer relationship.

Talk about the importance of organization and note-taking in your approach. You might mention using customer relationship management (CRM) tools effectively and creating personal notes to recall specific customer preferences or issues. Highlight how these strategies enhance customer interactions and service quality.

Explain how effective communication and teamwork are key to collaboration. Share an example of a situation where you worked with different departments to resolve a customer issue. Emphasize your role in advocating for the customer’s needs within the company and how this led to positive outcomes.

Mention the tools and software you have experience with, like helpdesk platforms (e.g., Zendesk, Freshdesk) or CRM systems. Discuss how you leverage these tools for tracking queries, managing tickets, and reporting issues efficiently, showcasing your technical adaptability.

Talk about your time management skills and how you assess urgency and importance. Describe a framework you might use, such as the Eisenhower matrix, to prioritize effectively. Sharing a relevant example will illustrate your ability to manage workloads efficiently.

Speak about your passion for customer service and the joy you find in helping others. You can also mention the satisfaction you get from solving problems and building relationships, emphasizing how these factors drive your dedication to your role.

Explain your proactive learning approach. You might mention seeking out tutorials, engaging with colleagues, or offering to participate in training sessions. Mention the importance of hands-on practice and asking questions to build competence quickly.

Clarity is key in customer service. Discuss techniques like paraphrasing to confirm understanding or asking open-ended questions to encourage dialogue. Highlight your focus on quality communication by avoiding jargon and ensuring that every interaction is customer-focused.

This is your chance to express your admiration for Two's mission and values. Highlight how their commitment to innovation and customer experience resonates with you personally. Share how you believe your skills align with their goals and how you can contribute to their success.