Customer Care Representative

Neko Health

. Serve as the first point of contact and trusted partner for Neko Health members in EMEA .

Posted 9/17/2026full-timeStockholm • SwedenJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in multi-channel customer support, effectively managing bookings and resolving complaints while maintaining high CSAT scores. Fluent in Swedish and English, with strong communication skills and a focus on member experience.

Highest-signal resume keywords

Customer Support ExperienceFluency In Swedish And EnglishMulti-Channel Support ManagementZendesk ProficiencyStrong Attention To Detail

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Booking ManagementComplaint ResolutionTroubleshootingCSAT Score MaintenanceSLA Adherence

Soft Skills

Excellent CommunicationStrong JudgementCalm Under PressureOrganizational SkillsAttention To Detail

Tools & Technologies

ZendeskCRM Platforms

Industry Keywords

Member-Facing ServiceHigh-Touch SupportService RecoverySocial Media EngagementCustomer Experience Improvement

About the role

Key responsibilities & impact

Serve as the first point of contact and trusted partner for Neko Health members in EMEA
Own multi-channel member support across email, phone, text/SMS, and social
Manage bookings and product enquiries
Resolve complaints and provide service recovery
Own each case from first contact through resolution
Respond warmly, clearly, on time, and in Neko's human, considered, on-brand voice
Identify recurring frustrations, complaint themes, and member pain points and share them internally to improve the product and experience
Maintain consistent CSAT scores and SLA adherence

Requirements

What you’ll need

2+ years' experience in customer support, hospitality, or another high-touch, member-facing service role
Fluent in Swedish and English; excellent written and verbal communication in both languages is essential
Experience supporting customers across multiple channels including phone, email, and digital/social
Proven ability to manage bookings, troubleshoot issues, and handle complaints with professionalism and accountability
Familiarity with Zendesk or similar CRM and support platforms
Strong judgement around tone, timing, and privacy — especially on public-facing social channels
Highly organised with a clear sense of ownership, strong attention to detail, and ability to manage a personal ticket queue to defined SLAs
Calm and confident in escalated or high-visibility situations