Meet Ludvig - Customer Service Manager with a focus on development

From the football stands to leadership – Ludvig always keeps an ear to both customers and the business. After a year as Customer Service Manager at ePARK, he reflects on a period filled with successes, challenges, and growth.

Who are you?
I started my journey at ePARK on January 8, 2024, right at the turn of the year. Before that, I gained extensive experience in the telecom industry, working as a Customer Service Manager and Operations Manager. During my time in telecom, I was responsible for several call centers handling four different clients within a year.

What is your role at ePARK?
Today, I work as the Customer Service Manager at ePARK, leading a team of six employees. My role includes staff management, resource planning, and continuously improving internal processes and routines. I ensure smooth daily operations and keep our response times short. Additionally, I serve as a crucial link between our customers and the company—I am both the customers' voice within the organization and the company's voice outward.

What does a typical day look like?
I maintain ongoing communication with customers via email, phone, and social media and handle feedback on platforms like Trustpilot. Besides that, my team and I support property managers and operators to ensure the parking operations run as smoothly as possible. With approximately 6,000 inquiries per month—split between email and phone—structure and efficiency are essential in my work.

How has your first year been?
My first year at ePARK has been intense but successful. Despite ePARK’s rapid growth, we have managed to keep the number of incoming inquiries at a stable level similar to the previous year, which I see as proof of the excellent work we do in customer service. A personal goal of mine has been to reduce handling time by 0.5 minutes per case. Additionally, we achieved our key performance targets for 2024, which I am very proud of.

What do you do in your free time?
Outside of work, I am an active person who enjoys playing padel and bowling in amateur leagues. I am also a passionate football supporter. Born and raised in Gothenburg, I am a proud season ticket holder for Blåvitt and spend many hours in the stands.

When I travel, I prefer big cities over beach vacations—it's the culture, food, and experiences that attract me the most. I love exploring new cities on foot and always try to catch a football match when I'm abroad. My next trip is to Kiel, but in the long run, I dream of visiting Tokyo and New York to experience their food culture and maybe watch a match there too.

What are the biggest challenges in your role moving forward?
Balancing the different stakeholders—parkers, operators, and the business—is the biggest challenge in my work at ePARK. My role is heavily focused on coordination and ensuring everyone is satisfied while striving to keep customers coming back. It’s a task that requires focus and dedication, but it’s also what makes my job so enjoyable and rewarding.

March 5, 2025