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Customer Service Representative Danish

Job Description

 Job Title: Customer Service Agent - Danish

Department: Customer Service

Reporting to: Customer Service Team Lead


Job Purpose:

This is an exciting opportunity for a customer oriented individual, with great attitude and work ethic. We are very multicultural and fast paced company so if this sounds like your kind of work place, you might be the perfect fit.

Reporting to the Customer Service Team Lead, you will join the Customer Service team in Dublin city centre. As a brand ambassador, representing the company, you will use your excellent skills in communication, influencing and problem solving to assist our customers and help to resolve their inquiries and provide a first class quality customer experience.

Key Responsibilities include:

Service Representative

  • The role of a customer service agent is one of the most important of the Smartbox team. Interacting directly with customers at all stages of the business relationship, you are often the only representative of our business with whom the customer will communicate. As such, the variety of tasks you perform can effectively make or break the business’ relationship with the customer.

Customer Experience

  •  A customer service agent is the face of Smartbox. It is important for a customer service agent to ensure that every potential and existing customer has a pleasant experience. Acting as an extension of Smartbox, this task is accomplished by treating each customer in a courteous manner, greeting them and answering every question pleasantly and efficiently with first time resolution in mind.
  • Support the customer and work on upsell during exchange and order process.

Issue Resolution

  • Effectively manage incoming contacts by any channel: phone, e-mail, chat, social media
  • Record specific details of customer contacts and actions taken on each and every case
  • Research answers or solutions as needed within our policies
  • Effective complaint handling to meet instant satisfaction
  • Keep the schedule adherence to a tee to support the colleagues and customers to your best ability
  • Work with the management team to stay updated on product knowledge and be informed of any changes in company policies and process
  • Work effectively with the team to deliver and exceed KPI’s for quality and quantity

Required Competencies/skills:

  •  Fluent in Danish  
  •  Proficient in English
  •  Recent Customer Service experience (in a call centre environment preferably)
  •  Excellent communication skills – verbal and written in your fluent language (at ease on the phone)
  •  Proficient communication skills – verbal and written in English
  • Detail oriented

Desired competencies/skills:

  • Customer and solution oriented
  • Enthusiastic, logical, proactive, curious, flexible and positive attitude
  • Ability to exercise independent judgment on situations
  • Ability to understanding complex information and processes
  • Ability to work in a fast paced environment
  • Ability to handle calls, emails, social media or webchats and take notes at the same time
  • Motivated by your own and also team performance in a very number driven environment
  • Team player with ability to build and maintain relationships
  • Strong problem solving skills
  • Fast/Good typing skills
  • Being able to multitask and navigate through several systems at the same time



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