At Storytel we believe that powerful stories add an extra dimension to life. Storytel is one of the world's leading audiobook and ebook streaming services and we offer unlimited listening to consumers in 25 markets. Our vision is to make the world a more empathetic place with great stories to be shared and enjoyed by anyone, anywhere, anytime. We are now looking for a Customer Support Representative to join our team in Stockholm. About the team We are looking for a talented Customer Support Representative with Swedish, Norwegian and English language skills to support our customers with their incoming queries regarding their subscriptions, payments and book launches (among other things), as well as assist our customers with their technical problems when using our products and services. Your role will involve supporting customers primarily in Norway and Sweden, but you will be part of a global team that works closely together to provide seamless support across all markets. You will report to a Customer Support Manager based in Stockholm. This position offers a flexible work arrangement with the possibility to work from home a few days a week. Given our global team, all meetings and internal communications within the support are conducted in English. We value trust, cooperation, and a strong sense of ownership in our support team, and we seek a colleague who is dedicated to their primary markets while also possessing a broader perspective and a commitment to contributing to the success of the whole global team. About the role At Storytel, our Customer Support Representatives' responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. You will be in direct contact with the customers through various channels. You also will be accountable for troubleshooting any problems and issues occurring to the customers regarding our products in the service. Ultimately, you will help establish our reputation as a company that offers excellent customer support. Responsibilities Respond to customer queries in a timely and accurate way, via our support channels and social media. Identify customer needs and help customers use specific features. Analyze and report product malfunctions. Monitor customers' reviews and politely answer them aiming to provide the information requested. Reach the set KPIs. About you To be successful in this role we believe you have Experience in the customer support field or similar customer service role. Excellent communication and problem-solving skills. Patience when handling tough cases. Excellent communication skills in Swedish, Norwegian and English, both written and spoken. Ability to troubleshoot problems efficiently. To enjoy this role, you are a person with a positive attitude who takes great responsibility and self-leadership. At the same time, you thrive in working closely with your team members and the rest of the Storytel team. You are a person with great organizational and prioritization skills, and you are proactive and have strong problem-solving skills. Lastly, we believe that you are tech-savvy and used to work with smartphones and tablets, as well as apps. What we offer Storytel offers a friendly, entrepreneurial and fast-moving work environment where new ideas and creativity are welcomed. At Storytel we trust our employees and believe in their autonomy, we like doing things in new ways and questioning old methods. The Storytel culture – characterized by being welcoming and helpful – is important to us. We don't believe in hierarchy and micromanagement; we highly believe in giving responsibility and having people grow alongside it. If you believe that Storytel is a place where you could thrive, submit your application and we will contact you in a little while. No need to write a cover letter or submit a CV - your LinkedIn profile together with the application questions is enough. Thanks
