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: https://calendly.com/margarita-kouneni-cbtalents/30min 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 world's 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 20–25 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 4–6 weeks learning curve to become fully comfortable with the tools and processes. Continuous training and regular supervisor support. What's 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: https://calendly.com/margarita-kouneni-cbtalents/30min