Customer Experience Specialist (Swedish or Norwegian speaking)/ (Trodo SIA / Latvija)

Role Description

The Customer Experience Specialist is a proactive and strategic role, focused on the overall journey of the customer. They work to ensure a seamless, positive experience by analyzing feedback, responding to reviews, monitoring service quality, and implementing improvements across all touchpoints. Their primary objective is to enhance satisfaction and loyalty through long-term, systemic changes that align with the company’s goals. 

Responsibilities:

• Conduct regular reviews of customer interactions (phone calls, emails, chats, etc.) for Scandinavian speaking customer markets
• Provide constructive feedback to customer service representatives based on evaluations, helping them enhance their skills, knowledge, and customer handling techniques
• Create and maintain guidelines and documentation outlining quality expectations
• Provide regular reports on the quality of customer service interactions and share insights with management 
• Take ownership of reviews on platforms such as Trustpilot and Google, ensuring timely and professional responses
• Engage with customers to improve their experience and encourage updated feedback 
• Handle disputes initiated by customers on payment platforms, ensuring fair and efficient resolution in line with company policies
  

Requirements:

• Proficiency in English and Swedish or Norwegian speaking language skills are required to conduct regular reviews of customer interactions for Scandinavian speaking customer markets
• Experience rating customer service interactions
• Experience preparing and providing constructive feedback to frontline employees
• Strong interpersonal skills and emotional intelligence (feedback/constructive criticism)
• Analytical thinking and effective problem-solving capabilities
  

As an advantage: 

• Experience in handling and resolving customer complaints

What we offer:

• Extended health insurance
• Flexible benefits (extra holidays or paid GYM)
• Growth & development opportunities
• Employee Purchase Program
  
• Mental health support program
• Fruits (and ice cream during summer), and refreshments in the office
• Family-friendly workplace
• Celebrations of employee's important life moments
• Team buildings and corporate events

Trodo was founded in 2013 by two young IT enthusiasts (and brothers) from Latvia and an experienced rally and car maintenance veteran from Norway. Trodo continues to grow by offering online services that prioritize a positive user experience, hoping that anyone who uses Trodo's services for the first time will become a dedicated repeat customer.

Find out more about work and life at Trodo! 
Stay connected with us on our official platforms: 

• Love Trodo (Life at Trodo): Facebook | Instagram | LinkedIn | TikTok

• Trodo Official Accounts: Facebook | Instagram | TikTok

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