David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy. They are seeking to onboard a Danish speaking Customer Support Agent to join their teams in Cyprus.

Position: Customer Support Agent

Location: Lanarca, Cyprus 

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Provide timely and professional support to players via multiple communication channels (chat, email, phone, etc.) to resolve issues related to gameplay, technical problems, account issues, and other game-related concerns.
• Assist with troubleshooting technical issues, game bugs, crashes, and login problems. Identify and escalate unresolved issues to the technical or development team when needed.
• Update and maintain a knowledge base to provide accurate and up-to-date information for both customers and internal team members.
• Stay updated with the latest features, updates, and changes to the game to provide informed support. Educate players about game mechanics, rules, and strategies when necessary.
• Assist  with account-related queries such as account creation, password resets, account suspensions, and in-game purchases or transactions.
• Gather player feedback on features, bugs, and other areas of improvement. Relay this feedback to relevant teams to enhance game quality and player experience.
• Ensure a high level of customer satisfaction by addressing concerns promptly and following up to ensure all issues are resolved satisfactorily.
• Follow established Service Level Agreements (SLAs) and ensure that response times, issue resolution times, and customer satisfaction metrics meet the set standards.
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REQUIREMENTS:

• C2 level of Danish language and C1 English, both oral and written.
• Passionate about customers and customer service.
• Strong interpersonal skills and ability to work in a team environment.
• Ability to work under pressure and remain calm in challenging situations.
• A proactive and solution-oriented mindset.
• Willingness to work flexible hours, including weekends and holidays.
• Ability to identify, apply and explain your product and/or service expertise with clarity
• Must be able to pass a criminal record check. 

OFFER:

• Excellent remuneration package
• Relocation support
• Private medical insurance
• Unlimited contract
• Shifts within Monday–Friday, 10:45-19:30 on weekly rotation with colleagues
• Meal cards 5 EUR per day
• Performance bonus
• A dynamic and creative team with positive and friendly atmosphere
• Guidance and tools to reach career potential