Digital Customer Service Specialist

About the role

You will be working as part of highly driven Digital Customer Service team to provide Fortum customers, mainly B2C, smooth digital experience as part of support journey. We provide Fortum customers digital support via chatbot and customer service web site, resolving customer issues and guiding customers to other service channels e.g. app or live chat. Our volumes are scaling up rapidly and we have an ambitious development roadmap ensuring interesting development opportunities within the position. In the position you will be learning Fortum services and processes as well as world class technologies and generative AI.

We have operations in Norway, Sweden and Finland, and your role is both Nordic and local. First, you will be developing and operating local operations, e.g. updating and developing new content regarding services and processes as well as monitoring conversations and improving customer journeys. Second, you will become a champion within a global competence area. We are looking for two people with two different profiles. One who will be globally responsible for our customer service site and related development. And another one who will be responsible for personalization, creating customer journeys for our authenticated users.

The roles can be based in Stockholm, Gothenburg, Oslo or Kristiansand. 

Main responsibilities:

• Act as AI Trainer with the responsibility to create and localize the chatbot content to secure a well-functional Service channel in addition to our existing customer service.
• Analyze customer interactions and further train the chatbot to communicate and solve errands better based on the insights.
• Ensure great customer experience via all digitalized self-service channels such as customer service web page, FAQs and the Chatbot
• Planning, coordination and implementation of new information to constantly improve the chatbot and other self-service channels.
• Actively seek, identify and document potential improvement areas to be shared with Product owner and/or other relevant stakeholders.
• Participating and driving development projects and tasks in agile sprints

About you

• Relevant degree e.g. bachelor’s
• Min. 3-5 years of professional experience in related positions. The position requires both technical and commercial skills
• Native Swedish or Norwegian skills and fluent English skills
• Excellent skills in written business communications, experience in digital customer communications
• Background in either customer experience and customer journey development or digital service development (e.g. digital marketing or website front end development)
• Experience in participating and driving digital development projects appreciated
• Experience in generative AI appreciated
• Experience in working with complex service portfolio and processes
• Independent problem-solving skills and ways of working with good team work skills

We offer you
At Fortum, we believe in a better future and want to be involved in shaping it. Our workplace is a safe place, both physically and mentally. You will grow with professional colleagues, being trusted and free to challenge yourself. We offer comprehensive benefits, flexible working hours, and hybrid work model to support your productivity, development and wellbeing. We are committed to build diverse teams where everyone feels included and is treated equally.

More information about our culture and benefits can be found here.

Interested?
Submit your application and cover letter by 29.04.2026 at the latest. If you would like to hear more about the position, please contact Sami Häggman through e-mail: sami.haggman@fortum.com
For Swedish candidates: Contact details to union representatives can be found on the bottom of this page. 

We are Fortum
Fortum is a Nordic energy company. We generate and deliver reliable energy to our customers and the Nordic energy system while at the same time helping industries decarbonise their processes and grow. Our core operations comprise efficient and best-in-class low-carbon power generation, customer services, and heating and cooling. Fortum’s power generation is already 99% from renewable or nuclear sources with one of the lowest specific CO2-emissions in Europe. We are guided by our ambitious SBTi-validated emission reduction targets on our way towards net-zero by 2040. For our ~4,500 employees, we commit to be a safe and inspiring workplace. Fortum's share is listed on Nasdaq Helsinki. fortum.com 

Ansök här