Fortum Oyj is seeking a Digital Customer Service Specialist to implement and manage digital customer service tools, ensuring they meet the needs of both employees and clients. The role involves process analysis and the design of user-friendly customer experiences while collaborating closely with operational teams
Job Summary
Implement digital customer service tools such as self-service, chatbots, customer portals, and FAQ databases in close cooperation with operational and customer service teams.
Analyze end-to-end customer service processes from the perspective of operational departments and customers, designing simple and intuitive customer and employee paths.
The company offers employment based on a contract of employment, a hybrid work model, a benefits package including private medical care, life insurance, and a Multisport card, as well as training and development opportunities.
Matching Summary
Match Score: 85
Fortum Oyj is seeking a Digital Customer Service Specialist to implement and manage digital customer service tools, ensuring they meet the needs of both employees and clients. The role involves process analysis and the design of user-friendly customer experiences while collaborating closely with operational teams.
Skills & Requirements
Must-have
implementing digital customer service tools
analyzing customer service processes
designing customer and employee journeys
coordinating digital tool implementations
creating process documentation and knowledge base
monitoring automation impact on KPIs
Nice-to-have
data visualization skills
empathetic customer service
balancing business and operational needs
Key Requirements
Higher education degree
Minimum 2 years of experience in process transformation or automation
Ability to work with large datasets and define conclusions