Customer Service Agent

TL;DR

Customer Service Agent (Customer Support): Delivering exceptional pre- and post-purchase assistance for high-end audio products with an accent on case management and customer experience. Focus on resolving inquiries via Zendesk, optimizing support workflows, and collaborating with internal teams to improve service quality.

Location: On-site in Copenhagen, Denmark

Company

An innovative tech company creating high-end Bluetooth speakers and audio-reactive lights.

What you will do

• Manage customer inquiries, complaints, and requests using Zendesk to ensure professional and timely resolutions.
• Adhere to established policies and procedures to maintain service quality and consistency.
• Escalate complex cases to the Customer Service Lead when additional support is required.
• Monitor and achieve targets related to response time, resolution time, and customer satisfaction.
• Assist in onboarding and training new team members on tools, workflows, and best practices.
• Identify bottlenecks in workflows and recommend process improvements to optimize team performance.

Requirements

• Experience in customer-facing roles such as retail, hospitality, or call centers.
• Ability to handle difficult customer situations with empathy while maintaining business goals.
• Clear communication skills in English.
• Proficiency or willingness to learn CRM systems, ticketing platforms, and analytics tools.
• Analytical mindset to identify root causes and improve internal processes.
• Strong collaboration skills for working across different organizational departments.

Nice to have

• Fluency in additional languages.
• Experience or curiosity in applying AI tools to enhance customer support.

Culture & Benefits

• Collaborative community culture where ownership and team support are encouraged.
• Fast-paced, bold environment focused on passion for the product and mission.
• Supportive atmosphere valuing diverse voices and ideas.
• Opportunity to be part of a close-knit team of 80 members.