Icelandic-Speaking Customer Support Agent – Athens
Icelandic-Speaking Customer Support Agent Athens
My name is Margarita Kouneni and I am an International Core Recruiter at Cross Border Talents.
I am currently recruiting for an exciting Icelandic-speaking opportunity in Athens Greece. If you are interested in learning more about the position you can book a meeting or call with me directly:
Location
Athens Greece
Work Model: On-site
Languages: Icelandic & English
Schedule: Monday to Friday with occasional weekend shifts
Working Hours: Rotating shifts between 08:00 and 20:00
Contract: 8-month contract
About the Position
Join an international customer support team assisting content creators and monetized partners on one of the worlds leading online video platforms.
As a Customer Support Agent you will provide support primarily through chat and email helping users manage their accounts troubleshoot technical issues understand platform processes and navigate content and monetization-related questions.
This is a tool-heavy role with frequent process updates making attention to detail adaptability and the ability to follow guidelines essential.
Please note: This role does not involve phone support.
Key Responsibilities
- Provide customer support to content creators and monetized partners via chat and email.
- Assist with account settings and content management.
- Troubleshoot technical and platform-related issues.
- Handle approximately 2025 cases per day.
- Manage multiple chat conversations simultaneously after training.
- Assist with monetization-related questions.
- Support account recovery requests.
- Handle questions related to partner programs.
- Process and respond to appeals regarding video removals and channel suspensions.
- Provide accurate and timely resolutions while following established procedures.
- Maintain high-quality communication and customer service standards.
Requirements
- Native-level or C1 fluency in Icelandic.
- C1 English proficiency for training and internal communication.
- No previous experience required; customer support experience is a plus.
- Excellent written communication skills.
- Strong PC skills.
- Good knowledge of internet applications and browsers.
- Familiarity with MS Office.
- General knowledge of Google Ads is an advantage.
- Typing speed of at least 25 WPM with 85% accuracy.
- Ability to multitask effectively particularly when handling multiple conversations.
- Strong attention to detail and ability to follow changing processes and guidelines.
Training & Onboarding
- Extensive onboarding process.
- 2-week nesting period following training.
- Approximately 46 weeks learning curve to become fully comfortable with the tools and processes.
- Continuous training and regular supervisor support.
Whats Offered
- Supportive international working environment.
- Regular team meetings and supervisor check-ins.
- Continuous professional training.
- Productivity bonus opportunities based on target achievement.
- Team events and activities throughout the year.
- Opportunity to work in an international digital environment.
Performance
Performance is evaluated using key customer support metrics including:
- Customer Satisfaction (CSAT)
- Average Handle Time (AHT)
- Total Resolution Time (TRT)
- Time to First Response (TFR)
- Quality
Interested
If you would like to learn more about the opportunity book a meeting or call with me directly: