• Conduct inbound and outbound calls for our health and wellness incentive programs. • Summarize notes for each call accurately in accordance with Finity’s quality assurance procedures. • Provide consistently excellent customer service. • Register members to wellness programs. • Assist members with navigating our wellness portals and ordering catalog items. • Manage multiple software interfaces for different wellness programs according to member needs. • Maintain consistent punctuality and attendance to provide complete call queue coverage at all times. • Follow best practices regarding HIPAA laws and protection of members PHI at all times.

• Develop and coach Care Team members to help them create exceptional experiences for our customers and achieve success in their career at Confidential Company • Communicate KPI targets and growth plans for the Customer Care team and hold monthly 1:1 meetings to set and track goals for each team member • Lead 30/60/90 Check Ins and conduct periodic performance reviews with constructive feedback following Confidential Company's feedback framework and information related to performance metrics • Enhance process efficiencies in all areas of customer service, using data to identify areas for short-term and long-term improvement • Document SOPs for new and existing processes • Produce required documentation for performance concerns, ethical/conduct concerns, identifying performance outliers, and recommendations for separation, sharing these documents with the appropriate parties such as HR and executive stations • Handle workforce management (WFM), including scheduling and forecasting to ensure optimal team coverage • Own the learning and development strategy for the Customer Care team, including onboarding programs and continued education initiatives • Manage the partnership with our Quality Assurance platform, leveraging insights to identify skill gaps and drive team upskilling • Manage the partnership with fraud and chargeback management tool, sharing insights and contributing to ongoing fraud prevention strategy • Assist the department director with additional tasks and responsibilities, delegated on as-needed basis

• Fakturowanie i rozliczenia klientów • Zarządzanie procesem fakturowania w systemie • Monitorowanie płatności i zarządzanie należnościami • Windykacja miękka (Accounts Receivable / Collections) • Współpraca z zespołem i klientami KSeF i zgodność z przepisami

Role Description Mercier Consultancy MD is excited to present a fantastic opportunity for a Danish Speaking Customer Service Agent to join the iconic Netflix team, with the chance to work remotely from Greece. In this dynamic role, you will provide outstanding support to Danish-speaking customers, assisting them with inquiries and enhancing their viewing experience with Netflix's extensive library of content. - Assist Danish-speaking customers via phone, email, and chat, addressing inquiries related to Netflix subscriptions, billing, and technical issues. - Deliver exceptional customer service by providing accurate information and resolving customer concerns efficiently. - Document customer interactions in the CRM system to maintain a high standard of service quality. - Work collaboratively with teams to escalate and resolve complex issues when necessary. - Stay informed about new releases, features, and policies to provide the best possible support. - Provide feedback on customer trends to help improve service offerings. Qualifications - Fluency in Danish (both written and spoken); proficiency in English is a plus. - Previous experience in customer service, especially in a technology or media environment, is preferred. - Outstanding communication skills and a strong customer-focused mindset. - Ability to troubleshoot technical issues and provide clear guidance to customers. - Familiarity with CRM software and standard office applications. - Self-motivated and capable of working effectively in a remote environment. - A passion for entertainment and knowledge of Netflix content is advantageous. Benefits - Competitive Monthly Salary - Monthly Performance Bonus - Fully Paid Training - Health Insurance - 2 Extra Salaries Per Year - And Much More...