Swedish Customer Support Agent - Qormi

Our Client is a tech company delivering Trust & Safety solutions to online marketplaces worldwide. Every year, they review and moderate over 500 million pieces of user-generated content and block more than 40 million fraud attempts – helping online platforms stay safe and trusted for millions of users. They have headquarters in Stockholm (Sweden) and employs over 350 employees in 5 offices in different countries.

They offer all of our employees a great work life balance, by providing the flexibility of working from the office or from home in Malta.

Job Type: Full Time

Work Location:  We offer flexible home/office work. This role can be done fully remotely between your home in Malta or the work office in Qormi.

Your Role and Responsibilities:

• Supporting users and answer their questions via email.
• Participating in regular training sessions to learn and maintain expert knowledge of publication rules, market trends and moderation best practices.
• Collaborating with your team members.
• Providing feedback to managers on trends, common end-user mistakes and questions. You are our eyes and ears and you know the users the best!
• Giving input on improvements of publication rules to improve user experiences.
• Manage complaints and disputes between buyers and sellers, ensuring adherence to company policies and guidelines.
• Facilitate returns, price adjustments, and claims for damaged or lost packages, utilizing internal systems and communication channels effectively.
• Process payments and refunds accurately and efficiently, resolving any issues or discrepancies promptly.
• Liaise with external partners to address support queries and ensure smooth transaction processes.
• Actively monitor and respond to instances of fraud or policy violations, taking appropriate actions in accordance with established protocols.

Requirements

• Fluent in Swedish and have good knowledge of English.
• Flexible and able to make quick decisions in a dynamic environment.
• Conscientious and reliable – commitment is one of the core values!
• Eagle-eyed with great attention to details.
• Caring about people – you will be working with securing the online safety our customers and their users.
• Ideally interested in marketplaces, shared economy and new technology.

Benefits

• An opportunity to make a positive impact on the digital world, by making the internet a safer place.
• A stimulating and rewarding job in a fast-moving, innovative and international tech-company.
• Career opportunities within a management or expert field.
• Ability to work from home in Malta and the office in Qormi.
• Additional vacation days.
• Free fruit, tea and coffee if you prefer working in the office.
• Free day transport to the office from certain areas within Malta.
• Team performance bonus and working from home allowance, 
• Corporate discounts for gym memberships, shops and taxi's.
• Private Health Insurance, eye care tests, health and well-being professional support.
• Comprehensive training and constant feedback.
• Fun events, great colleagues and a fresh, playful workplace with a variety of cultures.\
• Relocation package: Flight cost reimbursement of up to €200, after the employee has passed their 6 month probationary period, the flight receipt will need to be provided at the start of their Employment. 5 days of accommodation in a hotel, which can be extended further upon authorization for up to 3 weeks if the employee can’t find an accommodation within the first 5 days. If the employee resigns during the probationary period, the hotel costs will be deducted from their final salary.