Descripción
As a Service Support Agent at METTLER TOLEDO, you will be the first point of contact for our customers, providing professional and efficient support by phone and email. You will handle a wide range of service-related enquiries, including urgent repair requests, onsite and remote support, installations, quotations, contracts, and invoice-related questions. Your ability to quickly understand customer needs and identify the appropriate next steps will be essential. You will register and manage customer requests, create the necessary service work orders, coordinate with the relevant internal teams, and ensure that customers receive clear, timely, and helpful communication throughout the process. Main Work Tasks: Handle incoming customer requests by phone and email Identify the customer’s service needs Log all customer requests in SAP Interaction Center Create and follow up unplanned service work orders covering METTLER TOLEDO products Update service-related data (e.g., initiate updates of equipment and services contracts) Manage/administer customer information in the CRM system Forward orders to service coordinators for scheduling Secure good data quality in SAP Interaction Center Cooperate closely with Service Back Office, Shared Service Center, Service Sales and Sales departments Qualifications: A minimum of 2 years customer service experience Comfortable with handling service requests via E-mail and phone Strong communication skills in Swedish, Norwegian and English, both verbally and in writing Additional Nordic language (Danish) is seen as a merit Good computer skills Experience working in CRM systems (SAP is seen as a merit) Service-oriented and structured way of working Able to handle multiple cases in parallel Upper secondary education or equivalent Personal Qualities: Take ownership of customer service requests and works proactively to resolve them efficiently and effectively. Ensure that every customer receives professional, courteous, and helpful service. Dem