Danish Technical Support

• Fluent in Danish
• Working proficiency in English
• A natural team player - we believe in supporting and developing our people,
• Someone who loves to give and receive fantastic customer service - we want you to treat every call, email or social media post as an opportunity to delight our customers

• Ability to use the desktop computer system
• Ability to use Internet applications
• Usage of MS Office

• Assistance: helping customers with the settings of their accounts as well as downloading and installing apps and content.
• Refund request: process refund requests on behalf of the customers.
• Payment account issues: Assist customers with setting up their payment accounts as well as troubleshooting related issues.
• Unauthorized charges: guiding customers to report issues related to unauthorized charges and processing related requests.
• 3rd party (developer) issues: offering high-level support for developer issues and, where necessary, referring the customer to the developer.
• Gift Card issues: guiding customers on the usage of Client G Gift cards

• Strive towards customer retention and loyalty, fully supporting the customer to achieve a successful outcome to his/her enquiry
• Provide Support Services
• Log calls/cases into the customer relationship database and follow escalation procedures to resolve problems
• Track and follow cases to ensure that they closed in an efficient and timely manner
• Provide and maintain strong, professional relationships with all customers and show empathy at all times
• Follow Contact Centre procedures and ensure availability to take calls, adopting the transaction handling procedure and AUX code guidelines
• Work effectively as part of a team, developing effective and supportive relationships with colleagues and management
• Follow escalation policies and procedures
• Provide feedback to his/her superior on new/emerging issues that have been identified and work to proactively highlight areas that need to be improved
• Take on board feedback and adapt skills accordingly
• Follow and apply Regulations regarding personal and performance data confidentiality and security
• Attend recurrent training published by the Client/Company on a regular basis
• Be positive and proactive and have a desire to apply continuous improvement processes

• Excellent communication skills
• High School diploma or equivalent.
• High understanding of IT topics such as storage, networking, windows / Mac
• Use of production tools
• Use of Phone/Mail System
• CRM Tool
• CCMS
• Ability to communicate correctly and clearly
• Ability to clearly understand a problem statement. Complaint Handling
• Problem Solving Skills: Ability to approach problems logically
• Ability to effectively manage customer enquiries via all types of channels
• Strong troubleshooting
• Knowledge of tools used for troubleshooting
• Product Specific Knowledge as Escalation Process and Case Handling

• Excellent benefits package
• Multilingual and excellent work environment to provide the customer service
• Extensive training
• Adaptation to Greek Culture and Greek language Courses,
• Internal employee incentives
• Located in an amazing office in Greece with excellent transport links
• Excellent relocation package with a great support system for non local hires
• Extra Private Health insurance
• Enjoy life in Greece, there are loads of social & sports events

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