Customer Service Specialist at Stockholm Exergi

About Stockholm Exergi

We are Stockholm's energy company, securing the growing Stockholm region's access to heat, electricity, cooling, and waste services through resource-efficient solutions. We heat over 800,000 Stockholmers, and our 300-kilometer district heating network is the hub for the societal benefits we create together with our customers and partners. Owned by the City of Stockholm and Ankhiale, a consortium of leading European pension funds (APG, PGGM, Alecta, Keva, and AXA IM Alts), we have over 800 employees working every day to reduce the climate impact on Stockholmers.

About our carbon capture facility

In Värtan, where our combined heat and power plant already produces sustainable electricity and heat from residual products such as wood chips, branches, and tops from the forest industry, we are now building a full-scale carbon capture facility to create even greater climate benefits.

Bio-CCS is a technology that captures biogenic carbon dioxide before it reaches the atmosphere, storing it permanently in the bedrock. This creates negative emissions because the carbon dioxide is removed from the biogenic cycle. Permanent negative emissions are a tool that can be used to counteract emissions that are difficult or impossible to eliminate. It is a necessary puzzle piece to reach climate goals and net-zero emissions. The facility will be able to capture up to 800,000 tons of carbon dioxide per year – more than all of Stockholm's road traffic emits during the same period.

What can we offer you?

As a Customer Service Specialist, you are one of our most important contact points, both with customers and internally. You handle incoming cases via phone and email, guide customers correctly, and ensure that every case is handled in the best possible way. We are looking for someone driven by making a difference for people and who sees every customer interaction as an opportunity to create a really good experience. We are in an exciting phase of development where you will have the opportunity to help shape how we work with customer service moving forward. Previous experience in customer service is meritorious, but we place the greatest emphasis on your personality and drive.

Your main responsibilities:

• Handle incoming and outgoing customer contacts via phone and email.
• Manage and document cases in our case management system.
• Collaborate with colleagues and internal departments to resolve and escalate customer cases.
• Build and maintain internal networks to ensure fast and correct case handling.
• Identify and capture sales opportunities in customer interactions.
• Contribute to developing and improving our routines and processes.

Here, there are great opportunities for growth. The role gives you a broad insight into the energy industry and a strong foundation in customer service. For the right person, there is an opportunity to gradually take on increased responsibility within the team.

The position is a permanent employment and involves daytime work. The role is based in our office environment at Campus, Hjorthagen.

Why work with me?

As a leader, I value engagement, positive energy, and a workplace where people thrive and develop. I believe that employees who feel seen and given the right conditions are those who create the best customer experiences. We share knowledge, support each other, and work towards common goals. Customer satisfaction is something we take very seriously; every meeting with a customer is an opportunity to make a difference and deliver top-class service.

My leadership is built on trust and presence; I want to create an environment where everyone dares to take initiative, ask questions, and grow both in their role and as a person. I appreciate curious people with drive who want to contribute and make a difference.

Baran Molla, Head of Customer Service & Inbound Sales

Who are you as a person?

Everyone who works with us must be curious, take initiative, and be responsible. For this specific role, there are some characteristics that are particularly important:

• Empathetic ability - Has the ability to put yourself in someone else's perspective or situation without taking over the person's feelings.
• Energetic - Has the ability to work hard with engagement, endurance, and drive.
• Service-oriented - Is calm, attentive, and accommodating in your approach. Has interest, willingness, and ability to help others and strives to deliver solutions.
• Structured - Plans, organizes, and prioritizes work in an efficient way. Sets and keeps timeframes.
• Verbal communication - Speaks clearly, well-formulated, and engaged in individual meetings and small and large groups. Listens and is receptive to the other party and adapts to the situation.

Requirements

• Upper secondary education with a focus relevant to the role.
• Experience in service work.
• Good digital skills.
• Fluent in spoken and written Swedish and English.

Curious about us or our facilities?

– No day is like the other, which is also what I think makes the job so fun. One day I might, for example, lead a training session on root cause analysis, the next I sit with management groups and support the strategic work. I also project manage quite a bit. Some examples of what the job entails are coaching and training employees in new ways of working, methods, and tools, change management, and process development, says Eva, Group Manager for Analysis and Production Analysis.

We are more colleagues who are happy to give you a glimpse into our work. https://www.stockholmexergi.se/jobba-hos-oss/traffa-dina-framtida-kollegor/ (https://www.stockholmexergi.se/jobba-hos-oss/traffa-dina-framtida-kollegor/)

You can also visit two of our facilities virtually. Go to https://web.tours/exergi-vartaverket/ (https://web.tours/exergi-vartaverket/) or https://www.stockholmexergi.se/virtuell-bristaverket (https://www.stockholmexergi.se/virtuell-bristaverket). It works on both desktop and mobile.

The Recruitment Process

• More curious about how the recruitment process works? https://www.stockholmexergi.se/jobba-hos-oss/rekryteringsprocess/ (https://www.stockholmexergi.se/jobba-hos-oss/rekryteringsprocess/)

Welcome to send your application by August 2nd. Please note that interviews will take place after the last application date, taking summer holidays into account.

For us, it is important that all competence on the labor market is utilized. We work exclusively with inclusive recruitment and have zero tolerance for discrimination in our workplaces. Regardless of religion, age, ethnicity, functional ability, or gender, you are a valuable and respected employee. Good people often know good people – feel free to share the ad if you have a friend who would love this job!