Danish Speaking Customer Advisor (on-site)

About the job Danish Speaking Customer Advisor (on-site)

Location: Lisbon, Portugal (On-Site)

Position Type: Full-time, Permanent

Working Hours: 40 hours per week (5 days a week, 8 hours per day, rotating schedule)

Operating Hours: Monday to Friday (08:00-20:00) | Saturday & Sunday (09:00-18:00)

Languages Required: Native/C2 Danish + Minimum B2 English

About the Role

Are you a native Danish speaker with an affinity for technology, business tools, and helping entrepreneurs succeed? We are expanding our international team in Lisbon and looking for an enthusiastic, customer-centric Customer Advisor to support the Danish market for one of Europe's leading mobile payment, point-of-sale (POS), and financial commerce platforms.

In this role, you will be the primary point of contact for small-to-medium-sized business owners, retailers, market vendors, and hospitality merchants across Denmark. You will guide them through onboarding, troubleshooting card reader hardware, managing software integrations, and resolving payment or account queries.

If you are eager to step into the dynamic world of FinTech while enjoying Lisbon's coastal lifestyle, sunny climate, and vibrant expat community, this opportunity is built for you.

Key Responsibilities

• Inbound Merchant Support: Deliver high-quality, personalized assistance to Danish business clients via inbound calls, email, and live web chat.
• Hardware & Card Reader Troubleshooting: Guide merchants through pairing, firmware updates, Bluetooth connectivity, and hardware setup for mobile card readers and terminal devices.
• Software & App Assistance: Support merchants with mobile point-of-sale applications, inventory management features, receipt setups, reporting tools, and e-commerce integrations.
• Payment & Transaction Queries: Handle inquiries regarding payout schedules, transaction verifications, fee structures, chargebacks, and account status updates.
• Account Onboarding & KYC Support: Assist newly registered merchants through identity verification procedures (Know Your Customer / anti-money laundering checks) to ensure smooth account activation.
• Incident Escalation: Document, categorize, and escalate complex technical bugs or high-tier financial queries to internal specialized engineering and risk teams using CRM systems (e.g., Zendesk, Salesforce).
• Customer Satisfaction: Strive for first-contact resolution while maintaining high Customer Satisfaction (CSAT) scores and First Response Time metrics.

Working Hours & Shift Structure

• Commitment: 40 hours per week (5 working days, 8 working hours per day, plus lunch and structured breaks).
• Work Model: 100% on-site at our state-of-the-art office hub in Lisbon.
• Project Operating Windows (Rotating Shifts):
  
  
  • Monday to Friday: Between 08:00 and 20:00
  • Saturday and Sunday: Between 09:00 and 18:00
• Schedule Pattern: Shifts and rest days rotate across the 7-day calendar, ensuring fair distribution of weekend coverage and fixed advance visibility of your working rota.

Requirements
Mandatory Criteria

• Language Skills: Native or bilingual fluency (C1/C2) in Danish, along with strong working proficiency in English (B2 minimum) for internal systems, training modules, and cross-team communication.
• Right to Work: EU/EEA citizenship or a valid, unrestricted work authorization/residence permit for Portugal.
• Communication Skills: Exceptional active listening, verbal clarity, and professional business writing skills tailored to business-to-business (B2B) and entrepreneur interactions.
• Tech Affinity: Comfort using digital platforms, mobile operating systems (iOS and Android), cloud-based tools, and navigating dual-monitor setups.
• Customer Focus: A solution-driven, patient, and empathetic attitude toward small business owners managing live retail or restaurant environments.

Preferred (Good to Have, Not Mandatory)

• Prior experience in customer support, retail, hospitality, tech support, call centers, or banking/FinTech environments.
• Basic familiarity with payment gateways, POS cash registers, or merchant services.

Compensation & Relocation Options

We offer two distinct compensation structures tailored to whether you already live in Lisbon or are relocating from abroad:

Option 1: Standard Package (Without Company Accommodation)

• Gross Salary: €1,635.66 gross per month (paid across 12 monthly payments).
• Target Profile: Candidates who already reside in the Lisbon metropolitan area or prefer to arrange their own private lease independently.
• Includes: Full local administrative onboarding and access to standard corporate benefits.

Option 2: Full Relocation Package (With Company Accommodation)

• Gross Salary: €1,369.66 gross per month (paid across 12 monthly payments).
• Target Profile: Candidates relocating to Portugal seeking an effortless, move-in-ready transition.
• Accommodation Provided: A private, fully furnished bedroom in a high-standard shared company apartment.
• Utilities Included: Water, electricity, gas, high-speed Wi-Fi, and regular communal area cleaning are completely covered at no extra charge.
• Travel Assistance: Full flight ticket reimbursement to Lisbon following successful onboarding.
• Airport Transfer: Seamless pickup from Lisbon Airport directly to your accommodation upon arrival.

What We Offer

• Paid Professional Training: Comprehensive 2 to 3 weeks of fully paid initial training covering FinTech products, financial regulations, software systems, and best-in-class customer service practices.
• Health & Well-being: Private health and dental insurance after the initial probationary period, along with on-site doctor support and well-being initiatives.
• Modern Work Facility: Ergonomic workspaces, break areas with games, dining facilities, and team spaces located close to Lisbon's public transit network (metro and buses).
• Career Growth: Concrete internal progression paths into Quality Assurance, Team Management, Technical Escalation tiers, Product Operations, and Training.
• Relocation & Administrative Support: Dedicated relocation specialists to help you secure your Portuguese tax number (NIF), Social Security number (NISS), local bank account, and national registration (CRUE).
• Community & Culture: An international, welcoming work environment with year-round cultural events, language exchange meetups, sports leagues, and seasonal parties.

How to Apply

Take the next step in your international career and join a collaborative team supporting modern commerce across Scandinavia. Submit your CV in English stating your language capabilities and whether you prefer Option 1 or Option 2. Qualified applicants will be contacted promptly for a preliminary screening and Danish language assessment.