Temporary Customer Service Representative at Mälardalstrafik Customer Service

About Us
Region Sörmland has been tasked by Mälardalstrafik to operate and staff Mälardalstrafik Customer Service since December 2021. Mälardalstrafik is jointly owned by the regions of Stockholm, Sörmland, Uppsala, Västmanland, Örebro, and Östergötland, and aims to improve commuting and other travel opportunities in Mälardalen, primarily by train.

Mälardalstrafik Customer Service is an important part of creating a strong brand and an attractive offer for Mälartåg. Customers should have a positive experience when contacting customer service, be satisfied, receive correct and prompt answers, and ideally have their issues resolved on the first contact. One of the most important prerequisites for the operation is that employees are responsive to customer feedback and actively work to perform the task well. The common customer promises, our values, and the established service policy should permeate every customer contact.

Our opening hours are weekdays from 6 AM to 10 PM and weekends from 7 AM to 8 PM, which will initially correspond to your working hours through a rolling schedule. However, your working hours may change as the operation develops. The work is conducted in our premises in Eskilstuna, Monday-Sunday, all year round. The employment begins with a three-week training period, where we go through the assignment, working methods, and tasks.

Your Responsibilities

• Be available and answer incoming phone calls.
• Respond to chats.
• Process and decide on compensation for delays.
• Register and process incoming customer feedback.
• Handle questions and comments on social media.
• Manage requests for assistance.
• Report faults during major disruptions or outages in the absence of the team leader.
• Train new colleagues in operations.
• Continuous knowledge acquisition/professional development.
• Act as support for the transport operator's onboard staff via phone.

The tasks may change as the operation develops.

Your Qualifications:

We are looking for someone who has completed high school and has at least one year of work experience, preferably in customer service or a similar field. Previous experience in customer contact is an advantage.

You are service-oriented and professional, with a natural focus on customer needs. You are meticulous, responsible, and confident in making quick decisions. Solution orientation is one of your strengths, and you thrive in pressured situations where your flexibility and ability to handle multiple tasks simultaneously come into play.

To succeed in this role, excellent knowledge of Swedish and good knowledge of English, both spoken and written, is required.

As a customer service representative, you will provide support and assistance to travelers via phone, chat, and email. With a computer and phone as your primary tools, you handle cases quickly and efficiently while sitting in an open office landscape with your colleagues. In your work, you communicate with travelers while working at two computer screens, collaborating closely with both colleagues and the transport operator, and contributing to achieving common and individual goals.

Therefore, it is important that you have good system skills, are responsive, and find it easy to collaborate. We offer a dynamic work environment where no day is the same, and where your work makes a difference for our travelers. We place great emphasis on your personal qualities and look forward to welcoming you to our team!

Employment Type

Temporary employment with start date as agreed.

Information about the position is provided by

Deputy Unit Manager, Caroline Johansen, caroline.johansen@regionsormland.se (mailto:caroline.johansen@regionsormland.se)
Union representatives can be reached via the contact center, 0155-24 50 00.

Come and work with us at Mälardalstrafik customer service!

Welcome with your application, including CV, no later than April 8, 2025. Interviews may be conducted on an ongoing basis.

The position will be filled provided that it does not need to be claimed by already employed staff or that the conditions for recruitment change.

See our benefits (http://regionsormland.se/jobb-och-utbildning/vara-formaner/ (http://regionsormland.se/jobb-och-utbildning/vara-formaner/))

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In some cases, we are obligated to check if a person appears in the suspicion or criminal record. This may occur in two ways; either the region requests the information itself or you are asked to request an extract to show before employment. In exceptional cases, we may ask you to present a record extract even for positions other than those mentioned above. If you are considered for employment, you will be informed about what applies to the position you have applied for.

If you have protected personal information, you should be careful about what information you share in your application. Contact the contact person specified in the ad before submitting your application.

We make active choices regarding exposure and recruitment support and therefore decline direct contact from staffing and recruitment companies.