Newstel Worldwide

Customer Support

• Own the operational and strategic relationship between our clients and internal delivery teams
• Manage multiple client accounts simultaneously
• Grow trusted, long-term client relationships
• Lead operational performance across customer support programmes
• Ensure KPIs and SLAs are consistently achieved and exceeded
• Understand each client’s business goals, brand vision and customer expectations
• Drive continuous improvement initiatives across teams and processes
• Deliver proactive reporting, operational insights and strategic recommendations
• Support and develop Team Leads who report directly to you
• Oversee multiple worldwide multi-lingual operations ranging from small specialist teams through to larger programmes of up to 80 agents
• Work closely with internal departments to ensure operational alignment and delivery excellence
• Maintain high standards of customer experience, brand tone and service quality
• Lead the onboarding of new client accounts following established operational processes and implementation frameworks

Account Manager, BPO, Customer Experience

• Provide high-quality customer support across email, live chat and voice channels, delivering a positive and professional customer experience.
• Resolve customer enquiries efficiently and accurately, aiming for first-contact resolution wherever possible.
• Manage customer interactions in line with service standards, SLAs and quality expectations.
• Handle complaints and escalations professionally, following internal procedures and guidelines.
• Maintain accurate customer records within CRM and ticketing systems.
• Support customers with account, order, payment, technical and service-related queries.
• Identify recurring issues and share improvement suggestions with relevant stakeholders.
• Ensure compliance with data protection, security and confidentiality requirements.
• Achieve individual and team performance targets, including productivity, quality and customer satisfaction metrics.
• Maintain up-to-date knowledge of products, processes and systems through ongoing training.

Account Manager, BPO, Customer Experience

Customer Service Agent, Part Time – Danish Speaker