Customer Care Lead

Scania is now undergoing a transformation from being a supplier of trucks, buses and engines to a supplier of complete and sustainable transport solutions.

An integral part of the future we are diving into, is our ability to provide great support for our digital customer services. Therefore we are now looking for a Customer Care Lead to join us in the coming journey of providing excellent services and support to our customers. The role will report directly to Head of Digital Customer Services Support and you will be a part of a fun and inspiring team with the ambition to deliver premium support.

 

Your role

As Customer Care Lead your role will be to ensure that we utilize the voice of our customers and act on the feedback we receive. This is a new role which means you will be able to influence a lot from the start, setting up processes and way of working.

Your daily responsibilities will be:


• Review and analyse customer feedback from multiple channels to identify root cause
• Prepare and distribute reports, for example CSAT reports
• Prioritize and recommend issues to be resolved to decision forum, and follow-up to ensure resolving
• Playback solution to relevant stakeholders
• Communicate and inform about proactive actions
• Incident coordination, cross teams, help with escalation and communication
• Facilitate follow-up meetings to learn from incidents and feedback

Our ambition is to exceed the customer expectations and deliver premium support. You will be the key person who makes our customers' voice heard in the organisation.

 

Who you are

To fit in, you must love customers and know the value of providing best possible customer support.

You take initiative, initiate activities and achieve results.

You are structured and meticulous to deliver with high quality.

You are a problem solver and enjoy working with complex issues. Statistics and analysis are two of your favourite words.

You like working with people and love cooperating with others. You listen, communicate and solve problems together in a structured way.

You are easy to work with. Empathic, curious and bring energy and enthusiasm to the table.

To be successful in this role you need to be excellent in communication.

 

Requirements


• 3+ years of work experience from a similar role
• 5+ years’ experience from customer support
• Ability to execute on multiple projects and effectively establish priorities
• Fluent in English, written and verbal. Ability to communicate clearly and in a compelling manner to audiences of various level
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What we offer

We offer a flexible way of working in order to balance work and your personal life. At the start of your career with us we would like to see you more in person in the office, to build relationships, gain training and experience the Scania culture. Eventually, you will work in a hybrid way.

Scania’s culture is characterized by openness, diversity and respect for the individual. The people who work here are our most important asset, so we will invest in you to help you grow with us. As a Scania employee, you are offered several benefits in addition to personal and professional development opportunities. These benefits include mutual bonus, leasing car, occupational pension and more.

 

The team

If you enjoy change and fast pace, we think you will enjoy working with us.

We are a diverse team who can’t wait to start this journey together with you. You will join a team where we allow all our great colleagues to deliver fabulous services that will delight our customers today and in the future. The journey will be tough and we will have to make wise choices, hard prioritizations and work as a team to move ahead. We will do that with smiles on our faces and in a work environment where we trust and support one another, embrace different perspectives and value a can-do attitude.

Interested? Great! Please help us understand why you should be our next colleague by providing us with your CV and a motivational letter no later than November 30.

 

Further information

For further information, please contact Estelle Engqvist, Head of Digital Customer Services Support, estelle.engqvist@scania.com.

A background check might be conducted for this position.


Scania is a world-leading provider of transport solutions. Together with our partners and customers we are driving the shift towards a sustainable transport system. In 2020, we delivered 66,900 trucks, 5,200 buses as well as 11,000 industrial and marine power systems to our customers. Net sales totalled to over SEK 125 billion, of which over 20 percent were services-related. Founded in 1891, Scania now operates in more than 100 countries and employs some 50,000 people. Research and development are mainly concentrated in Sweden. Production takes place in Europe and Latin America with regional product centres in Africa, Asia and Eurasia. Scania is part of TRATON GROUP. For more information visit: www.scania.com.