Telephone agent

What does a Telefonombud do? – Tasks and working environment

Telefonombud primarily handle incoming and outgoing calls for various companies and organizations. Tasks include providing customer service, informing about products or services, taking orders, booking meetings, and sometimes performing simple sales activities. The work often takes place in open-plan offices or call center environments where the pace can be high and the workday varied. Digital tools and systems are used daily for case management and documentation. Telefonombud encounter many different types of customers and questions daily, requiring good listening skills and the ability to adapt communication accordingly.

Salary development over time

The salary for Telefonombud has shown positive growth over the past three years. In 2022, the average salary was 29,500 SEK per month, increasing to 32 400 in 2023 and reaching 33 200 in 2024. This represents a total increase of about 12.5% over three years, which is a stronger development than many other service professions during the same period. This trend can partly be explained by increased demand for qualified customer service, greater focus on customer experience, and a rising need for language and digital skills among Telefonombud. The salary increase has also been influenced by employers competing for skilled staff as more companies outsource or centralize customer service functions. At the same time, a slight leveling off has been observed in the most recent year, with more moderate growth compared to 2022-2023.

Telefonombud salary – complete overview

• Average salary: 33 200 SEK/month
• Lowest salary: 30,800 SEK/month (men), 33,700 SEK/month (women)
• Highest salary: 35,000 SEK/month (men), 34,500 SEK/month (women)
• Hourly wage: 200 SEK
• Gender differences: Women earn 106% of what men do
• Regional differences: Data on regional variations is unavailable

Education and qualifications

The path to working as a Telefonombud is often quite flexible and usually requires a high school diploma, but employers may also value experience with customer contact or specific language skills. Many employers offer internal training that introduces the systems and routines used. For some roles, post-secondary courses in sales or communication can be advantageous.

• High school diploma: The most common basic requirement (3 years)
• Internal training: Often mandatory upon hiring
• Customer service experience: Meritorious but not always required
• Language skills: Additional languages provide advantages
• Digital competence: Basic IT skills are required

Common benefits and compensation

Telefonombud are often offered benefits such as wellness allowances, subsidized lunches or coffee, and sometimes bonuses linked to performance or customer satisfaction. It is common for employees to have access to collective agreement insurance and pension contributions. Flexible working hours or remote work options may also be available depending on the employer.

Competition and challenges

The competition for Telefonombud positions is relatively high, especially in larger cities where many employers are concentrated. Challenges in the profession often involve managing stressful situations, maintaining high service levels even during busy periods, and quickly switching between different types of cases. Technological developments mean that Telefonombud must be flexible and quickly adapt to new systems and work methods. A significant part of the role also involves handling dissatisfied or demanding customers, which requires patience and emotional stability. Despite these challenges, Telefonombud is a profession that offers good opportunities for development for those who are engaged and eager to learn new things.

Tips for aspiring Telefonombud

To succeed as a Telefonombud, it is good to be service-oriented and have a natural ability to listen to customer needs. Being resilient under pressure helps when the pace is high and multiple calls are handled simultaneously, and flexibility is a great advantage to quickly adapt to new routines or changes in work procedures. Good communication skills make it easier to build trust and effectively solve customer problems, and thoroughness is important when documenting information accurately. Finally, patience and a solution-focused attitude are strengths, especially when dealing with customers with high demands or dissatisfaction.

Key facts about Telefonombud

• Education level: High school diploma most common
• Work environment: Offices and call centers
• Work form: Full-time/part-time, also hourly employment
• Demand: 550 job openings in the profession
• Special skills: Language skills and IT proficiency are advantageous

Career paths and future prospects

After three to five years in the role of Telefonombud, there are opportunities to advance to positions such as team leader, coach, or trainer within customer service. Some choose to develop further into sales roles, customer responsibility, or administrative positions within the company. According to the Swedish Public Employment Service, no specific assessment exists for the Telefonombud profession due to limited data, but there are 550 job openings in the broader category of Tele sales and similar roles. The outlook is influenced by digitalization and automation, but personal service and language skills continue to be in demand. The future prospects are therefore considered stable for those with strong communication skills and a desire to grow within service professions.

Frequently asked questions about Telefonombud

• What does a Telefonombud earn?
  - The average salary for a Telefonombud is 33 200 SEK per month.
• Are there salary differences between men and women?
  - Yes, women earn on average 34,500 SEK while men earn 32 400, which means women earn 106% of men's salary.
• What education is required to become a Telefonombud?
  - Usually, a high school diploma and internal training are required; language skills and experience can also be advantageous.
• What is the working environment like for a Telefonombud?
  - The working environment is characterized by open-plan offices or call centers with a fast pace and varied tasks.
• What are the future prospects?
  - No specific forecast, but there are 550 job openings in the profession, and personal service remains in demand.
• What is the highest and lowest salary for a Telefonombud?
  - The highest salary is 35,000 SEK per month and the lowest is 30,800 SEK per month, depending on education and sector.
• Are there opportunities for career development?
  - Yes, experienced Telefonombud can progress to leadership roles or specialized customer service functions.