Newstel GmbH

Role Description Not all Account Management roles are the same. Some are built around meetings and status updates. This one sits at the centre of operational performance, client strategy, customer experience and people leadership. We are looking for an exceptional bilingual Account Manager to join our growing BPO organisation and become the critical link between our clients and our operational teams. You will be responsible for managing multiple client accounts across ecommerce and customer experience operations, ensuring service excellence, commercial confidence and consistently high performance delivery. This is a high-impact role within a small, highly experienced leadership team with exceptional stability, strong client partnerships and a genuine focus on quality over volume. If you understand contact centre operations, thrive in fast-moving client environments and know how to turn KPIs, SLAs and CX insight into long-term client success, we want to hear from you. Qualifications - Fluent English and German, spoken and written - Proven experience within a BPO, contact centre or outsourced CX environment - Strong understanding of contact centre KPIs, SLAs and operational reporting - Experience managing multiple client relationships - Team management and people leadership experience - Ability to lead through Team Leads and support operational development - E-commerce and customer experience understanding - Experience with CX platforms and contact centre software, including Zendesk, Gorgias, Freshdesk or similar - Confidence in configuring reporting, workflows and operational processes within support platforms - Ability to interpret data and convert insight into action - Highly proactive and solutions-oriented mindset Requirements - 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 Benefits - Genuine influence and ownership - Exposure to international e-commerce brands - A collaborative and supportive leadership environment - Long-term career growth opportunities - The opportunity to shape processes, strategy and client success - A business that genuinely values customer experience excellence - Remote working

Role Description Join the dynamic team at Newstel as a Danish-speaking Customer Service Agent, where you will play a pivotal role in delivering exceptional service to our valued customers. This part-time (10 hours a week, Denmark (DK) – 9:00 am – 2:00 pm on weekends) remote position offers the flexibility to work from anywhere in Portugal. As a key representative of Newstel, you will use your fluent Danish language skills to communicate effectively, resolve inquiries, and enhance the overall customer experience. We are looking for motivated individuals who are passionate about helping others. At Newstel, we prioritise a supportive and inclusive culture where your growth and development are encouraged. If you are ready to make a difference and be part of a forward-thinking organisation, we invite you to apply for this exciting opportunity to join our team of dedicated professionals. Qualifications - Be an expert speaker (C2) in Danish - Have a proficient level of English (all training will be delivered in English as a common language) - At least 2 years of prior experience in a virtual customer service role - Experience working in a fast-paced, consumer-facing environment - Confident using technology, including contact centre tools (Zendesk desirable) and MS Office / Google Workspace - Highly organised, proactive and solution-focused, with strong attention to detail Requirements - Ability to work from home using your own device - Flexibility to support business needs as required - Denmark (DK) – Calls: 9:00 am – 2:00 pm on weekends Benefits - Remote working - Attractive hourly rate Company Description Experience exceptional service at Newstel, where our offerings include 24/7 multilingual customer support, Business Process Outsourcing (BPO) services, and specialized expertise in both inbound and outbound interactions, with a specific focus on E-commerce.