Vacancy details

UK | Edinburgh

This vacancy is now closed


Swedish Customer Service Adviser

About the job… 

We are currently recruiting for a Customer Service Adviser to join an exciting Client, Harman, leader in Personal, Home and Car Audio systems.

The main purpose of this role is to work closely with the client to provide professional and efficient support to their customers.

The role is Monday through Sunday, giving you flexibility around your work life balance.

 What You’ll Do 

  • Manage incoming contacts including inbound calls, emails, chats & Social Media.
  • Identify and assess customers’ needs to achieve satisfaction.
  • Provide accurate, valid and complete information by using the right processes/tools.
  • Work with spare parts and marketing departments to resolve problems
  • Ensure accurate documentation of each contact
  • Handle contacts related to
    • Resolve consumer complaints related to service centres, products, business practices, policies, etc.
    • Questions concerning consumer audio electronics: headphones, portables, home audio and car audio products
    • Online web-sales support: Product and Parts sales, returns, refunds, fraud
    • Products’ features, benefits, applications, compatibility, and comparability
    • Recommend new products – Up sell and Cross sell wherever possible
  • Take initiative to learn new programs and scenarios, increase knowledge and understanding of their products.
  • Report problems related to customers, operations, telephone system and/or system hardware/software to appropriate resource.
  • Abide by their policies and security requirements.
  • Make outbound calls to customers when needed according to procedure.
  • Advise customers of the most appropriate options/solution
  • Using your initiative to decide if a problem/query should be escalated


Skills You’ll Need… 

  • Passion for music & Customer Service
  • To respond to all client activities within given timescales, efficiently, effectively and accurately
  • Good interpersonal and communication skills  
  • Excellent troubleshooting skills
  • Basic knowledge about WIFI and home network. Connect PC, Phone or tablet to network access.
  • Knowledge / awareness of Bluetooth, standard A/V connections (HDMI, SPDIF etc.), wireless devices, Android, iOS, Windows
  • Streaming Services knowledge
  • Fluent in English and Swedish– both written and verbal
  • To have the ability to manage own workload within a demanding environment
  • Excellent attention to detail
  • Commitment to a high level of accuracy


Desirable Skills 

  •  Technical background would be an advantage

Working Hours

  • 40-hour contract
  • Monday to Sunday between 8am to 5pm
  • Weekends between 8am to 4.30pm


You will also need: 

  • A dedicated home office space which is separate, quiet and free from background noise
  • A monitor with a resolution between 1280 x 1024 pixels and 1920 x 1200 pixels and a cable for HP Display port or HDMI. Monitor should not have built-in speakers
  • An internet router with a free network connection for our computer (the computer will be provided to you free of charge and will be for work use only)
  • A broadband connection (DSL, VDSL or cable connection, no Internet radio or satellite) with a Downstream of at least 16 Mbit/s and Upstream of at least 1 Mbit/s
  • An active landline with no Call Barring or Call waiting activated and a free port (RJ11) for a work phone (the phone will be provided to you free of charge and will be for work use only).

Comfortable and ergonomically sound furniture 


  • Perkz: employee benefits scheme that works with the best UK retailers  
  • Learning and Development courses  
  • Career opportunities within the account and across site
  • Monthly incentives  
  • Free tea and coffee
  • Chill out room
  • On-site summer fun fair, charity days, cake and coffee days & more!