Customer Service Agent, Danish Speaker
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Job Description
Part-time Danish-speaking customer service agent supporting Newstel’s multilingual BPO customers remotely in Portugal. Handling email, chat, and phone enquiries while meeting service and quality KPIs.
Responsibilities:
- Provide high-quality customer support across email, live chat and voice channels
- Resolve customer enquiries efficiently and accurately, aiming for first-contact resolution
- Manage customer interactions in line with service standards, SLAs and quality expectations
- Handle complaints and escalations professionally, following internal procedures and guidelines
- Maintain accurate customer records within CRM and ticketing systems
- Support customers with account, order, payment, technical and service-related queries
- Identify recurring issues and share improvement suggestions with relevant stakeholders
- Ensure compliance with data protection, security and confidentiality requirements
- Achieve individual and team performance targets, including productivity, quality and customer satisfaction metrics
- Maintain up-to-date knowledge of products, processes and systems through ongoing training
Requirements:
- Expert speaker (C2) in Danish
- Proficient level of English
- At least 2 years of prior experience in a virtual customer service role
- Experience working in a fast-paced, consumer-facing environment
- Confident using technology, including contact centre tools; Zendesk desirable
- Proficiency with MS Office / Google Workspace
- Ability to work from home using your own device
- Flexibility to support business needs as required
- Highly organised, proactive and solution-focused, with strong attention to detail
Benefits:
- Remote working
- Attractive hourly rate
- Supportive and inclusive culture
- Growth and development encouraged
- Flexible working hours
- Additional hours may be available at times
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