Join the dynamic team at Newstel GmbH as a Swedish‐speaking Customer Service Agent, where you will play a pivotal role in delivering exceptional service to our valued customers. This part‐time, remote position offers the flexibility to work from anywhere in Portugal, while contributing to a company that values innovation and customer satisfaction. As a key representative of Newstel, you will use your fluent Swedish 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 GmbH, 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.Tasks Customer Service AgentsLocation:Portugal (Remote working)Hours:Part‐time, 20 to 30 hours a week.Department:Customer SupportAbout the roleNewstel is looking for experienced customer service agents to join our team working from home. You'll have a strong focus on delivering excellent customer service for one of our key campaigns.You will be an experienced customer service agent. used to supporting customers by email, chat and phone. You'll be metric‐focused and able to work to fair and achievable KPI's. You will share Newstel's values of being customer‐focused and remaining agile and adaptable as we scale.Key responsibilities: Customer Service AgentDeliver high‐quality customer support acrossmultiple virtual channels, includingemail, live chat and voice, ensuring a consistent and positive customer experience.Respond to customer enquiries accurately and efficiently, resolving issues atfirst point of contactwherever possible.Manage inbound and outbound customer interactions in line withservice level agreements (SLAs)and quality standards.Provide clear, empathetic and professional communication, adapting tone and approach to suit different channels and customer needs.Handle customer complaints and escalations calmly and effectively, following internal procedures and escalation guidelines.Maintain accurate and up‐to‐date customer records usingCRM and ticketing systems .Support customers with account queries, orders, payments, technical issues or service‐related questions.Identify recurring issues and proactively share insights or improvement suggestions with team leaders and relevant stakeholders.Adhere todata protection, security and confidentialityrequirements at all times.Meet individual and team performance targets, including productivity, quality and customer satisfaction metrics.Stay up to date with product knowledge, process updates and system changes through ongoing training and coaching & qualityRequirements Skills & experienceEssential:Be an expert speaker (C2) in SwedishHave 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 roleExperience working in a fast‐paced, consumer‐facing environment.Confident using technology, including contact centre tools (Zendesk desirable) and MS Office / Google Workspace, etc.Highly organised, proactive and solution‐focused, with strong attention to detail.Personal attributesCaring, empathetic and approachable.Positive, energetic and adaptable mindset.Customer‐focused with a strong sense of accountability.Working requirementsAbility to work from home.Flexibility to support business needs as required. 20 to 30 hours a week with some rotational weekend work.How you'll know you're successfulYou consistently meet or exceed KPIs and quality standards.Training is completed on schedule and understanding is demonstrated.You deliver your own responsibilities reliably and proactively.If you're an experienced customer service agent who enjoys delivering a superb customer experience, we'd love to hear from you.Benefits Remote workingFlexible working hoursHiring processWe take a thorough but respectful approach to hiring and see this as a two‐way process:Initial assessmentFirst interviewFinal interview with senior management and/or client#J-18808-Ljbffr