Municipal Guide/Customer Service Representative for Contact Center

Ref: 20252602 Do You Want to Make a Difference for Malmö Residents? At Contact Center, we meet people every day and help them navigate their interactions with the City of Malmö. We are now seeking committed and service-oriented employees who want to be part of an amazing workplace where community, job satisfaction, and the desire to make a difference are at the center. We are currently strengthening our team with permanent positions. Job Responsibilities Contact Center's mission is to be the primary entry point for citizens and businesses in Malmö. We work to provide accessible, equal, and professional service tailored to their needs. The operation consists of approximately 55 municipal guides who daily interact with Malmö residents via phone, email, chat, social media, and at our service locations in Rosengård, Värnhem, City Hall, and Mobilia. Together, we provide information and guidance across the entire municipal operations – from building permits and parking issues to social support, schools, culture, and leisure activities. In this role, you will use various digital tools and case management systems to search for information, register cases, and follow agreed-upon routines with administrative departments. The position requires handling information and media in a critical, structured, and responsible manner. Qualifications We are seeking someone who is civically engaged and driven to work in a team, contributing with genuine service-mindedness. In your work, you are structured and can prioritize in a complex environment, which requires good multitasking abilities and a solution-oriented approach. Your well-developed communication skills, both verbal and written, create trust among citizens and colleagues, making collaboration easy. You will face many new questions daily, requiring you to be attentive, information-seeking, and possess excellent judgment. You remain calm and stable when interacting with citizens in various situations, even in a fast-paced environment. Contact Center is continuously developing, and we seek someone who enjoys working in a changing environment and wants to contribute to ongoing improvement. We place great importance on personal qualities, looking for a service-oriented team player who helps colleagues and provides residents with excellent service and treatment. Requirements: • At least 60 higher education credits or completed vocational/higher education in service, administration, or communication, or other documented education deemed equivalent by the employer. • Work experience in similar operations totaling two full-time years, working with service and customer interaction (e.g., contact and customer centers, customer service, travel agencies, hotels, restaurants, tourism, or service in a government agency). • Professional experience with digital work methods and good ability to handle work tools such as case management systems, social media, email, chat, and phone. • Good ability to search for information and navigate effectively using digital systems. • Excellent Swedish language skills, both spoken and written • Basic English language skills, both spoken and written Meritorious: • University degree, e.g., service management • Previous contact center experience • Work experience in customer service through physical meetings and phone • Finnish language skills • Sign language skills [The rest of the job description follows the same professional translation style]