Customer Support Specialist

Uppsala Monitoring Centre is currently looking for a Customer Support Representative to ensure the implementation of our first line support. This is a full-time position in the Sales and Outreach department, based in the heart of Uppsala, Sweden. For the right candidate, this is an opportunity to flourish alongside a constantly developing organization, as we are in an exciting period of expansion and re-organization.

The successful candidate will be part of a new, dedicated team for first line customer support, implementing and developing support services with the rest of the Sales and Outreach department, and initially reporting to the Acting Head of Customer Engagement.

About the role
UMC Customer Support Representatives help customers with a wide variety of queries and questions, give them information about products and services, and process and triage their queries across several communication channels. To excel in this role, you need to enjoy working in a fast-moving environment, solving straightforward questions, and engaging with customers in an international environment on a wide varity of tasks and topics.

Customer Service Representative responsibilities and tasks:

- Maintaining a positive, empathetic, and professional attitude toward customers at all times
- Responding promptly to customer enquiries through various channels
- Processing forms, applications, fiscal documents, accounts and requests
- Keeping records of customer interactions, transactions, comments, and feedback
- Building, developing and maintaining the efficiency of the customer service process and team
- Representing the Customer Service group in different projects and initiatives within UMC
- Ensuring customer satisfaction and providing professional customer support
- Collecting, building and communicating trends of queries and themes of interest to appropriate internal stakeholders.

About you
You are a positive, committed team player. You are structured and efficient with excellent communication skills. Since this team will be created following your recruitment, you need to be inspired by change, enjoy building your own processes and workflows, and you should take pride in creating and building new functions. At UMC, the customer is always the focus, so you need to be good at building relationships both externally and internally.
Essential experience and qualifications

- Relevant higher education
- 2+ years of customer service or sales experience, with knowledge of customer service best practice and a desire to participate in training and professional development
- Interest in and enjoyment in using business systems/value adding processes, along with technology, systems and building processes.
- An excellent command of spoken and written English, and an ability to understand communication at all levels of English language proficiency.

Desirable qualifications

- Proficiency in Chinese, Spanish, French, and/or other languages
- Experience with business systems such as
- SalesForce
- Visma Business
- Oneflow
- MS Microsoft
- or other business administration software



As a person we believe that you

- Are calm, structured and durable with an ability to perform well in a fast-paced working environment with high capacity
- Are enthusiastic to interact daily with customers from a wide range of cultures and backgrounds.
- Find pleasure in improving and defining processes and structures by using for example new technology, to deliver even better customer journeys and engagements.


Uppsala Monitoring Centre (UMC) is a centre for international service and scientific research in the field of pharmacovigilance. We are the WHO Collaborating Centre for International Drug Monitoring, and manage the technical and operational aspects of the WHO Programme for International Drug Monitoring since 1978.

As an independent, non-profit foundation, we support the World Health Organization, regulatory authorities, and other stakeholders who share our vision of advancing medicines safety. Through research and development of new scientific methods, we explore the benefits and harms of medicines for patients, and offer products and services used by health authorities and the pharmaceutical industry worldwide.

UMC follows the collective agreements between the Swedish Agency for Government Employers and Saco-S and ST. Union representatives are Malin Zaar (Saco-S) and Jessica Avasol (ST), +46 (0)18-65 60 60.