Customer Excellence Agent

Lunar; Københavns Kommune; On-site; DKK 280,000 - 360,000; Full time

Benefits offered by this job

On-site work hours 8–4

Gym access

Pension

Health insurance

Enhanced parental leave

Job summary

Lunar is a Nordic challenger bank based in Copenhagen, seeking a Customer Excellence Agent to join the Copenhagen team. You will handle customer calls and emails, helping with app questions and account issues, and strive to turn every interaction into a positive part of the Lunar experience.

You will communicate in Danish and English, be KPI-driven, and collaborate with teammates to continuously improve. On-site role with a commitment of at least one year.

Qualifications

• Danish language proficiency (written and spoken) is a hard requirement.
• Solid working English is required.
• Energetic about talking to people and solving problems for frustrated customers.
• Curious and proactive with a learning mindset.
• Comfortable with KPI-driven environments and structured work.
• No prior customer service experience required; one year commitment.

Responsibilities

• Be the voice of Lunar—handle customer calls and emails to resolve app and account issues.
• Aim to turn frustrating moments into positive experiences for customers.
• Meet targets across quality, talk time, resolution, and CSAT; collaborate with the team to improve together.

Skills

Danish language proficiency

English proficiency

Communication skills

Problem solving

Customer-centric mindset

Job description

Banking hasn't changed much in decades. We're changing that. One product at a time.

Lunar is a Nordic challenger bank building the future of financial life with AI at the core. Our engineers, designers, and product people work on problems that actually matter. Making money simpler, smarter, and more rewarding for millions of people across the Nordics.

Fully licensed and founded in 2015, with offices in Copenhagen, Aarhus and Stockholm.

We move fast, we build with purpose, and we're just getting started.

As our new Customer Excellence Agent you'll join the Customer Excellence team based in Copenhagen, reporting to Emma and Teresa, working to make every customer interaction feel like the best part of being a Lunar customer.

What will you do?

• Be the voice of Lunar — handling customer calls and emails, helping customers with everything from app questions to account issues, always aiming to turn a frustrating moment into a positive one.
• Hit meaningful targets across both quality and efficiency — including talk time, message resolution, and CSAT — because we care about doing this well, not just fast.
• Collaborate actively with your team, sharing what you're learning, supporting your colleagues, and helping the whole team get better together.

What are we looking for in you?

• Full professional proficiency in Danish (written and spoken) is a hard requirement for this role, as is solid working English.
• Genuinely energised by talking to people, including when the conversation is difficult; you see a frustrated customer as a problem to solve, not a problem to avoid.
• Curious and proactive — you ask questions, you notice patterns, and you look for ways to improve.
• Comfortable with structure and performance expectations; KPI-driven environments bring out the best in you rather than stress you out.
• No prior customer service experience required — we'll give you everything you need to get up to speed.
• Looking for a commitment of at least a year. We invest in the people who join us and we want that to go both ways.

Benefits and perks

• On-site, Monday to Friday, 8–4. We're a close-knit team and that's by design — the energy in the room is part of what makes us good.
• Free gym access, hands-on training with an experienced coach, and social events that actually get people out of their seats. Break a sweat, sharpen your skills, and celebrate wins together — because a great workday isn't just about the work.
• Pension, health insurance, and enhanced parental leave. From your financial future to your family moments. We've got you covered.

Are you ready to join the journey?

We welcome applications from candidates of all backgrounds. If you need any adjustments during the recruitment process, please let us know.

Please note that our employment is conditional upon you not being registered in RKI (Ribers Kredit Information).

Depending on the regulations in the country where you will be employed, we will ask to see or obtain information about your criminal record.