Customer Support Adviser, Norwegian speaking

Role Overview

• Handling Customer enquiries through the various platforms available (Chat, Email and phone) through both inbound and outbound channels
• Using logical questioning skills in an appropriate manner to obtain the maximum relevant information from the customer in the minimum effective time
• Using well-developed negotiation skills to provide resolutions to problems and offer suitable courses of action to prevent escalation
• Maximise any revenue-generating opportunities identified
• Accurate data input
• Manage your own time in line with resource planners
• Dealing directly with colleagues around the business to obtain missing information
• Meet the pre-determined team and operational sales and service Key Performance Indicators and behaviours in job role
• Manage the escalation process for customer resolution with empathy
• Working with multiple back offices, internal tools as well as engaging 3rd parties (Games providers) to ensure customer queries are answered and/or resolved in a timely and correct manner
• Assisting customers encountering issues with processing payments (Credit Cards, Bank transfers, E-wallets, Crypto and Paysafe)
• Assisting customers with their KYC procedure
• Also working closely with the Risk team in this matter
• Working closely with the VIP, Marketing and Risk/Payments department
• Crediting bonuses & Free spins
• Actively engaging customers in the view to increase player activity
• Providing the necessary support for the creation, implementation and continuity of the processes required for the Information Security Management System
• Fulfilling all the duties assigned by the CEO and his managers within the scope of the requirements and responsibility areas of the job and workplace

Requirements

• Previous experience in a customer support or similar customer-facing role is preferred
• Must be fluent verbal and written communication skills in Norwegian and English
• Ability to actively listen, empathize, and communicate effectively with customers of varying backgrounds and levels of technical expertise
• Strong problem-solving and critical-thinking skills, with the ability to analyze situations, identify issues, and provide appropriate solutions
• Proficiency in using customer support software, CRM systems, and other relevant tools
• Adaptability and flexibility to work in a fast-paced and dynamic environment, handling multiple tasks simultaneously
• Strong organizational skills and attention to detail, ensuring accurate documentation and follow-up
• Ability to work independently as well as collaboratively in a team-oriented environment
• Availability to work on a flexible schedule, including weekends and holidays if required
• A positive attitude, patience, and a genuine desire to assist customers

Benefits

• Competitive salary synonymous with skills and experience
• Performance and bonus structure dependent on achievement of set targets and personal performance
• B2B Consultancy agreement for remote agreement with 25 days PTO