Customer Success Agent for Connected Services

Om jobbet

Role Summary

As a customer Success Agent, your role is to provide exceptional frontline support for Scania's digital services available through the My Scania platform and Scania Apps. These services are primarily intended to assist customers in managing their fleets, enhancing operational efficiency, and supporting drivers with their daily tasks. This role focuses on understanding customer needs, providing clear guidance, and consistently delivering high-quality service experiences.

Job responsibilities

In this role, you will:

• Interact with customers across multiple channels, including email, phone, and chat.
• Serve as 1st line support, answering customer inquiries and managing cases from start to finish.
• Handle escalations efficiently, coordinating between 1st, 2nd, and 3rd line support when required.
• Act as the primary link between Scania's customers and internal service development teams.
• Gather, structure, and communicate customer feedback to internal stakeholders to support continuous service improvement.
• Own knowledge management and quality assurance for customer support processes.
• Create and maintain knowledge articles, best-practice documentation, and procedures.
• Provide clear guidance and support to customers navigating Scania's evolving digital services.

Who You Are

To excel in this role, we believe you have:

• Excellent communication skills, with the ability to build strong relationships and deliver exceptional support to customers across multiple markets.
• A proactive and solution-oriented mindset, identifying opportunities and offering constructive suggestions in a dynamic and fast-moving environment.
• At least 3 years of experience in similar customer support or service roles, ideally within digital services or service process management.
• Fluency in English and at least one additional language, enabling effective communication with diverse customer groups. Additional languages are highly valued, and Swedish is considered an asset.
• A genuine interest in helping others, combined with patience, empathy, and the ability to guide customers through evolving digital services.

Scania Offers

We offer a dynamic, flexible workplace with hybrid work options, including Scania Sergel and Midway hubs. With a structured development plan and courses, Scania supports your career growth both locally and internationally.

Benefits include training at our health center Gröndal or wellness allowance, result bonus, flexible hours, and company car leasing. Scania also hosts events for employees and their families, and Stockholm residents enjoy direct access to Södertälje via Scania Job express buses for an easy commute to Södertälje.

Application

We look forward to receiving your application, consisting of your CV and kindly ask you not to share a cover letter to ensure an efficient and unbiased recruitment process for all parties.

Apply as soon as possible, no later than 2026-03-08. Screening will take place on an ongoing basis during the application period. Logical and personality tests may be used as part of the selection process, and a background check may be required for this role.

If you have questions or would like more information, please contact:
Cecile Jourdain, Group Manager, cecile.jourdain@scania.com

We look forward to your application!

Requisition ID: 24827

Number of Openings: 1.0

Part-time / Full-time: Full-time

Permanent / Temporary: Permanent

Country/Region: SE

Location(s):
Södertälje, SE, 151 38

Required Travel: 0%

Workplace: Hybrid