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DESCRIPTION
Location: Lisbon, Portugal (work from home)
Role: Danish-speaking Online Order Support Specialist
Salary: 1,620 euro gross per month (this does include also the holiday bonuses and meal allowance). Package with company accommodation is 1,358 euro gross p/m plus free accommodation (so no cost for rent and utility bills)
Working Hrs: 40 Hours per week (5 days - 8 hours per day with an additional lunch break hour) on a rotational shift pattern, Monday to Sunday from 7am to 12 midnight.
Overview of the company:
Our client is a global outsourcing company – they have offices around the world and in Portugal they have multiple sites where they support large international clients and assist with business in more than 30 different languages, so you'd be joining a very multicultural environment.
The Role:
We are looking for a dedicated Danish-speaking Online Order Support Specialist to join a dynamic customer experience team in Lisbon. In this role, you will support customers throughout their online shopping journey—from purchase to delivery and beyond. This is a great opportunity for someone who is passionate about customer service and eager to work in a fast-paced, international environment.
Key Responsibilities:
- Provide outstanding support to customers on all aspects of online orders, including delivery tracking, shipping investigations, returns, payment transactions, and refunds.
- Handle sensitive customer and client data with a high level of integrity
- Liaise with customers, logistics partners, financial institutions, and various internal departments to ensure timely and effective resolution of inquiries.
- Analyze and troubleshoot complex issues, escalating cases when needed, while referencing a comprehensive Knowledge Base.
- Contribute to team success by working collaboratively toward project goals and maintaining high standards of service.
- Maintain professionalism and empathy during inbound and outbound communications, including phone calls and emails.
- Continuously strive to improve the customer experience by identifying and sharing feedback and insights.
REQUIREMENTS
- Fluent in Danish and English
- Prior experience in customer support is a plus
- Strong communication skills both written and spoken
- Analytical mindset with the ability to process detailed information and deliver clear solutions.
- Ability to thrive in a team-oriented environment and manage multiple tasks simultaneously.