Swedish Customer Support Agent - Qormi

Our Client is a tech company delivering Trust & Safety solutions to online marketplaces worldwide. Every year, they review and moderate over 500 million pieces of user-generated content and block more than 40 million fraud attempts – helping online platforms stay safe and trusted for millions of users. They have headquarters in Stockholm (Sweden) and employs over 350 employees in 5 offices in different countries. They offer all of our employees a great work life balance, by providing the flexibility of working from the office or from home in Malta. Job Type: Full Time Work Location : We offer flexible home/office work. This role can be done fully remotely between your home in Malta or the work office in Qormi. Your Role and Responsibilities: Supporting users and answer their questions via email. Participating in regular training sessions to learn and maintain expert knowledge of publication rules, market trends and moderation best practices. Collaborating with your team members. Providing feedback to managers on trends, common end-user mistakes and questions. You are our eyes and ears and you know the users the best! Giving input on improvements of publication rules to improve user experiences. Manage complaints and disputes between buyers and sellers, ensuring adherence to company policies and guidelines. Facilitate returns, price adjustments, and claims for damaged or lost packages, utilizing internal systems and communication channels effectively. Process payments and refunds accurately and efficiently, resolving any issues or discrepancies promptly. Liaise with external partners to address support queries and ensure smooth transaction processes. Actively monitor and respond to instances of fraud or policy violations, taking appropriate actions in accordance with established protocols.