[Hiring] Customer Service Agent @Newstel GmbH

Role Description

Join the dynamic team at Newstel as a Danish-speaking Customer Service Agent, where you will play a pivotal role in delivering exceptional service to our valued customers. This part-time (10 hours a week, 9:00 am – 12pm on Monday and Friday) remote position offers the flexibility to work from anywhere in Portugal.

As a key representative of Newstel, you will use your fluent Danish language skills to communicate effectively, resolve inquiries, and enhance the overall customer experience. We are looking for motivated individuals who are passionate about helping others. At Newstel, we prioritise a supportive and inclusive culture where your growth and development are encouraged.

If you are ready to make a difference and be part of a forward-thinking organisation, we invite you to apply for this exciting opportunity to join our team of dedicated professionals.

Qualifications

• 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

Requirements

• 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.

Benefits

• Remote working
• Attractive hourly rate