Operations Specialist

About the role
We are looking for a professional Operations Specialist to maintain, coordinate and  improve our B2B customer service operations in Sweden. You are a key person in developing customer service processes that ensures the best possible customer experience and cost efficiency.You will report to the Operations Manager, but work closely with other functions and Business units. This role is located in Solna.

Your responsibilities include:

• Developing and implementing customer service processes and practices.
• React proactively to deviations by following customer service BCP plan and actively communicating towards stakeholders and customer service interface providing support and guidance to customer service representatives when handling escalated cases.
• Identifying areas for improvement in customer service operations and quality.
• Ensuring that customer service operations comply with relevant regulations and industry standards.
• Ensuring that service standards are met or exceed, being responsible for work instructions, knowledgebase and on-time information flow to customer interface for changes.
• Collaborating and projects with other functions to streamline processes and way of working and ensuring customer-focused approach across the organization.

About you
To succeed in this position, you have:

• Strong experience and understanding of the customer service operating environment.
• Strong experience and evidence of successful development of customer service processes and quality development.
• Ability to adapt to changing situations and  to work under pressure.
• Good negotiation skills.

We offer you

• A responsible and meaningful area of responsibility.
• The opportunity to concretely influence the future customer service operations and development.
• Good development opportunities in terms of own work and skills.
• A culture that emphasizes customer orientation, agility and the courage to look ahead.
• Professional, committed and enthusiastic colleagues.

Interested?
Submit your application by August 28th at the latest. We will start the interviews on an ongoing basis.If you would like to hear more about the position, please contact Mats Wammeli through e-mail mats.wammeli@fortum.com 

We are Fortum
Fortum is a Nordic energy company. We generate and deliver reliable energy to our 
customers and the Nordic energy system while at the same time helping industries 
decarbonise their processes and grow. Our core operations comprise efficient and best-in-class low-carbon power generation, customer services, and heating and cooling. Fortum’s 
power generation is already 99% from renewable or nuclear sources with one of the 
lowest specific CO2-emissions in Europe. We are guided by our ambitious SBTi-validated 
emission reduction targets on our way towards net-zero by 2040. For our ~4,500 
employees, we commit to be a safe and inspiring workplace. Fortum's share is listed on 
Nasdaq Helsinki. fortum.com