Senior Customer Service Representative

About the Role
As a Senior Customer Service Representative at Wolters Kluwer TAA in Aarhus, you will apply your advanced expertise to deliver exceptional support and resolve complex, non-standard customer challenges. You will play a key role in strengthening customer satisfaction, enhancing operational performance, and supporting the continued success of our customer service organization. In this role, you will serve as a trusted resource for both customers and colleagues, contributing to improved processes, team development, and overall service excellence.

Key Responsibilities

Manage and resolve complex customer inquiries by providing thorough, expert-level support.Perform advanced troubleshooting and deliver effective solutions to non-routine issues.Contribute to optimizing customer service processes, workflows, and documentation.Take ownership of escalated cases, ensuring timely and satisfactory resolution.Analyze customer feedback and identify opportunities for service enhancements.Review, maintain, and ensure accuracy of customer records and documentation.Prepare and deliver detailed reports on core customer service metrics and performance trends.Participate in cross-functional initiatives aimed at elevating customer experience.Stay current with industry developments, Wolters Kluwer solutions, and evolving customer needs.Supporting users both in Denmark and Sweden for some products.Swedish language skills in addition to Danish would be preferred.English is mandatory. 

Skills & Qualifications

Advanced Communication: Exceptional clarity and professionalism in both written and verbal communication.Customer Insight: Deep understanding of customer behaviors, expectations, and pain points.Complex Problem-Solving: Ability to diagnose and resolve advanced technical or procedural issues with innovative solutions.Analytical Capability: Skilled in interpreting data, identifying patterns, and providing actionable insights.CRM Proficiency: Strong command of advanced CRM functionalities and related support tools.Process Optimization: Experience improving customer service workflows and operational efficiency.Industry Awareness: Up‑to‑date knowledge of relevant trends within the tax, accounting, or software industry is an advantage.

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.