Vacant job

Do you want to work in customer service in a role where you utilize fluent German and handle more complex cases from start to finish? Rusta is now looking for a German-speaking customer service representative for its backoffice/second line team. Here you work in a cohesive team with clear processes, high quality in customer dialogue, and a strong focus on structure, responsibility, and collaboration.

About the role

This position is a direct hire, meaning the recruitment process is handled by Bravura and you will be employed directly by Rusta. The employment is a one-year fixed-term contract.

About the company

Rusta is a retail chain offering a wide range of home and leisure products at surprisingly low prices. We want our customers to feel welcome, inspired, and enjoy shopping with us. At Rusta, we make it easy for many people to buy good quality products at the best price. The first store opened in 1986 in Gävle, and today Rusta has over 225 stores in Sweden, Norway, Finland, and Germany.

Rusta works long-term to increase awareness of social and environmental responsibility, ensuring high product quality while contributing to a more sustainable society.

Responsibilities

In the role of customer service representative in second line/backoffice, you handle cases that require in-depth processing. You take over when first line support is insufficient and are responsible for following cases through to completion. The work involves both customer contact and extensive administration, and you work in parallel across multiple systems.

You primarily handle written cases, but also some phone calls escalated from first line. A key part of the role is communicating professionally in German, both orally and in writing.

Examples of tasks:

• Handle complex customer cases via case management systems

• Manage complex customer calls (few in number but varied)

• Respond to customer inquiries and comments on social media and external channels

• Work with discrepancies, product incidents, and insurance cases

• Document, administer, and escalate cases as needed

The role is administrative and suits you if you thrive with structure, routines, and clear processes.

Education, experience, and personal qualities

Requirements:

• Very good knowledge of German in speech and writing

• Very good knowledge of Swedish in speech and writing, and good knowledge of English

• Experience in customer service and/or case management

• Good system proficiency and experience in administrative work

Merits:

• Experience in second line/backoffice or complex customer flows

• Experience from retail or similar customer service operations

• Knowledge of Norwegian and/or Finnish

• Internal knowledge of Rusta

To thrive in this role, you are service-oriented and attuned to customer needs. You appreciate administrative tasks and enjoy a work style characterized by structure, clear processes, and a high pace. At the same time, you are communicative and skilled at collaborating and building relationships, both with customers and colleagues.

You have the ability not only to resolve cases in the moment but also to identify patterns in recurring questions and contribute to improvements in workflows and customer experience. You are curious, responsible, and motivated by learning new things in an environment where quality, collaboration, and development are in focus.

Other information

Start date: September 1 Location: Upplands Väsby Working hours: Monday–Friday 08:00–17:00, on-site work at the office Salary: According to agreement

We use a competency-based methodology in all recruitment processes to ensure unbiased selection. We also conduct rolling recruitment, meaning we remove the ad when enough candidates have applied. If you are considered for the position, we will contact you for an initial phone interview. Regardless of whether you proceed in the process or not, you will receive feedback on your application.

Do you have questions? Feel free to reach out!

📧 [email protected]

📞 010-171 47 10

We recommend submitting your application immediately as we conduct rolling recruitment.

We look forward to receiving your application!

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