Eskilstuna

We are looking for Customer Service Representatives for Mälardalstrafik Customer Service!

About Us

Since December 2021, Region Sörmland has been responsible for operating and staffing Mälardalstrafik Customer Service on behalf of Mälardalstrafik. Mälardalstrafik is jointly owned by the regions of Stockholm, Sörmland, Uppsala, Västmanland, Örebro, and Östergötland. Its mission is to improve commuting and travel opportunities in the Mälaren Valley, particularly by train.

Mälardalstrafik Customer Service is a crucial part of building a strong brand and an attractive offer for Mårtåg. Customers should have a positive experience when contacting customer service, be satisfied, receive correct and quick answers, and ideally have their issues resolved during the first contact. A key prerequisite for our operations is that employees are attentive to customer feedback and actively work to perform their duties well. The common customer promises, our value base, and the developed service policy should permeate every customer interaction.

Working hours for a Customer Service Representative are weekdays from 6:00 AM to 10:00 PM and weekends from 7:00 AM to 8:00 PM. Initially, your schedule will follow a rotating pattern. However, working hours may change as the operations develop. The work is located in our premises in Eskilstuna, Monday through Sunday, all year round. The employment begins with a three-week training period where we cover the role, working methods, and tasks.

Your Responsibilities

Be available and answer incoming phone calls.
Respond to chat inquiries.
Process and decide on compensation for delays.
Register and process incoming customer feedback.
Handle questions and comments on social media.
Handle requests for escort services.
In the absence of the team leader: report errors during major operational disruptions or stoppages.
Train new colleagues in operations.
Continuous knowledge acquisition/skill development.
Act as support for the transport operator's onboard staff via phone.

Responsibilities may change as the operations develop.

Your Qualifications

We are looking for you who have completed upper secondary education and at least one year of work experience, preferably within customer service or a similar field. Previous experience in customer service within the industry is an advantage.

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

To succeed in this role, you need very good knowledge of Swedish and good knowledge of English, both spoken and written.

As a Customer Service Representative, you provide support and assistance to travelers via phone, chat, and email. Using the computer and phone as your primary tools, you handle cases quickly and efficiently while sitting in an open-plan office 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 are comfortable with systems, are attentive, and find it easy to collaborate. We offer a dynamic work environment where no day is the same, and 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

Permanent employment with start date as agreed.

Information about the position is provided by

Deputy Unit Manager, Caroline Johansen, [email protected]
Union representatives can be contacted via the contact center, 0155-24 50 00.

Come work with us at Mälardalstrafik Customer Service!

Please send your application, including CV, by 2026-06-20.
Interviews may take place on an ongoing basis.

The position will be filled provided it does not need to be taken over by existing staff or if the conditions for recruitment change.

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

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In some cases, we are obliged to check if a person appears in the suspicion or criminal record register. This can happen in two ways: either the region requests the information itself, or you are asked to request extracts to show before employment. In exceptional cases, we request that you show register extracts even when filling other positions than those mentioned above. If you become a candidate for employment, you will be informed about what applies to the position you applied for.

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

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