Vacant job

About Uniguide

Uniguide was founded in 1999 and has offices in two locations; Visby and Eskilstuna. In total, we have about 30 employees. We sell various communication services, primarily customer service and different technical services. Our core business is 'customer service' in a broad sense. Our clients are mainly in the real estate sector, the hotel industry, and among non-profit organizations.

The employees at Uniguide have worked together for a long time, and the company is characterized by a family-like culture with close relationships between colleagues and management.

• Our strategy is to tailor services with a strong customer focus that enables the customer to concentrate on their core business.
• Our vision is to deliver high-quality services and be the market's natural choice of supplier of communication and service solutions.
• Our values and expectations of each other mean that we are responsive, flexible, and professional.

Job Responsibilities

Uniguide has two departments; Property and Customer Service (P&C) and Donor and Member Service (D&M). We are now looking for a new colleague to join P&C, where the primary tasks are as follows:

• Handle incoming phone calls for our clients (telephony)
• Register service and fault reports and bookings in various systems for each client
• Answer common questions about the client and their services/products using instructions
• Escalate fault reports (urgent cases) and service requests to the on-call function
• Switch tasks between making on-call calls and answering incoming calls
• Perform checks and special tasks according to a checklist
• Manage clients' emails and chats

Education Requirements

• High school education is required

Knowledge Requirements

• High administrative capacity regarding the Office suite and the ability to write text correctly and quickly
• Good communication skills in both spoken and written form
• Proficiency in English, both spoken and written

Experience and Qualifications

• Previous work experience
• Experience in service professions with personal interaction
• Communication via phone calls
• Experience with customer relations
• Experience with communication via chat and email
• Post-secondary education is an advantage but not a requirement

Attributes

• Solution-oriented with the ability to troubleshoot in multiple steps and make independent decisions
• Show engagement by being curious, focused, eager to learn, loyal, and never leaving a task unfinished
• Ability to combine efficiency with accuracy by working methodically and following work instructions and division of labor
• Be flexible regarding rapid changes in daily planning
• Take responsibility for gathering information about tasks before starting work to avoid misunderstandings between colleagues and between colleagues and clients
• Good ability to organize work and follow instructions and routines
• Ability to work in a team with significant responsibility and self-leadership

Expectations

• Live up to our values (responsive, flexible, professional)
• Within two months, the employee is expected to work partially independently with the simplest tasks.
• Within four to six months, the employee is expected to work fully independently with all tasks in the department.
• Within twelve months, the employee is expected to be responsible for one or more clients.

Other Information

• The position is based at our office in Eskilstuna
• Work on-site at one of our offices on a rotating schedule that includes weekend and evening shifts. Scheduled working hours on weekdays and weekends are (6-15, 7-17, 8-17, 10-19, 11-20)
• Possibility of temporary remote work after agreement with the manager
• Flex-time options available
• Possibility of bonuses in addition to the fixed monthly salary
• Special pay supplements for evenings, weekends, and early mornings, in addition to regular salary (special pay supplements)
• Compensation time and overtime approved by the immediate supervisor
• Entitlement to wellness benefits
• Uniguide is affiliated with a collective agreement and has 25 years of experience in customer communication

If interested in the position

• You are welcome to send a cover letter and CV to andreas.sjoberg@uniguide.se
• We would like to receive your application by 2025-04-16