Responsibilities
- Provide high-quality customer support across email, live chat and voice channels, delivering a positive and professional customer experience.
- Resolve customer enquiries efficiently and accurately, aiming for first-contact resolution wherever possible.
- 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
- Be an expert speaker (C2) in Danish
- Have a proficient level of English (all training will be delivered in English as a common language)
- 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) and MS Office / Google Workspace
- Highly organised, proactive and solution-focused, with strong attention to detail
- Ability to work from home using your own device
- Some flexibility to support business needs as required, so additional hours may be available at times.
- Working hours: 7am to 12pm Monday & Friday
Benefits
- Remote working
- Attractive hourly rate
Work Arrangement
Remote (Worldwide) — Portugal
How you’ll know you’re successful
- You consistently meet or exceed KPIs and quality standards
- Training is completed on schedule and understanding is demonstrated
- You deliver your own responsibilities reliably and proactively
Hiring process
- Initial assessment
- First interview
- Final interview with senior management and/or client
Additional Information
- Language requirements: Expert speaker (C2) in Danish, proficient level of English
- Working hours: 7am to 12pm Monday & Friday, part-time 10 hours a week
- Equipment: Must use own device
- Remote work: Yes, from anywhere in Portugal
