Ebba Sofie Björk Email & Phone Number

Huddinge Municipality, Se

In my role as a Business Operations Specialist in the Complaints Management team, I reviewed complaints directed at Klarna within the EU market and assessed whether each complaint should be upheld. I kept detailed records of all customer complaints, noting their nature, frequency, severity, and resolution. Additionally, I analyzed the reasons behind recurring issues and contributed to projects focused on continuous improvement.

As a Senior Service Delivery Specialist in the Customer Insights and Cost Allocation team, I was responsible for gathering data from various channels where customers provided feedback and complaints. I categorized this data and allocated it appropriately to the relevant teams within Klarna. This process was one of the cornerstones of Klarna's operating model and enabled full end-to-end ownership for teams and their respective problem spaces.

During my on-call duty at Klarna, I was not actively working but was prepared to step in if/when needed. My working hours occurred outside of regular hours and were in addition to my primary employment at the time. When I was in service, I had the responsibility of ensuring that Klarna's Service Center maintained operational readiness in the event of an incident outside of business hours. This meant I was the go-to person for our service partners and internal stakeholders, providing support in… Show more During my on-call duty at Klarna, I was not actively working but was prepared to step in if/when needed. My working hours occurred outside of regular hours and were in addition to my primary employment at the time. When I was in service, I had the responsibility of ensuring that Klarna's Service Center maintained operational readiness in the event of an incident outside of business hours. This meant I was the go-to person for our service partners and internal stakeholders, providing support in case of incidents. Show less

In my role as a Quality Process Analyst at Klarna's Service Center, I was responsible for quality assurance, focusing on the development and measurement of communication and service delivery to customers. I coached Customer Service agents to improve their skills and deliver excellent service. My responsibilities also included proofreading, translations and business travel. Additionally, I worked closely with our service partners and vendors to ensure they met their quality goals.

In my role as Ombudsman at Klarna, I was responsible for ensuring that customer complaints were handled efficiently and fairly. I served as an independent resource for customers seeking a second opinion when they were not satisfied with the outcomes of their cases addressed by the Customer Service teams. I reviewed each case impartially, determining whether the current outcome should be upheld or adjusted, taking into account both the customer's expectations and Klarna's principles as a company.

Stockholm, Sverige

As a Quality and Training Analyst, I was responsible for quality assurance and training of new agents at Klarnas Service Center. I met up regularly with the agents to develop their skills in customer service. The training part included both holding and creating educations and workshops.

Stockholm, Sverige

As an advisor for the disputes team I was providing high quality professional service to Klarna consumers (B2C, C2C) or merchants (B2B) by assisting them solve post purchase related problems that could not be solved by the first line. I was primarily communicating via email, but sometimes also via phone or chat.

Stockholms Län, Sverige

As one of the first hired waitresses at Burger and Lobster in Sweden, I contributed to establishing a unique dining experience. The restaurant's innovative approach eliminated traditional physical menus, allowing me to provide personalized and tailored service to each customer.

E-Commerce Manager

Economics Program