Customer Support Adviser, Norwegian Speaking
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Job Description
Customer Support Adviser assisting Norwegian-speaking customers for Ventures Lab’s online services. Handling multilingual support, payments, KYC, escalations, and player engagement.
Responsibilities:
- Handle customer enquiries through chat, email, and phone via inbound and outbound channels
- Use logical questioning to obtain relevant customer information efficiently
- Negotiate resolutions and offer suitable courses of action to prevent escalation
- Maximize revenue-generating opportunities
- Input data accurately
- Manage personal time in line with resource planners
- Coordinate with colleagues to obtain missing information
- Meet predetermined team and operational sales and service KPIs and role behaviors
- Manage customer-resolution escalations with empathy
- Work with back offices, internal tools, and third-party game providers to resolve customer queries
- Assist customers with payment-processing issues involving credit cards, bank transfers, e-wallets, crypto, and Paysafe
- Assist customers with KYC procedures in collaboration with the Risk team
- Collaborate with VIP, Marketing, and Risk/Payments departments
- Credit bonuses and free spins
- Engage customers to increase player activity
- Support the creation, implementation, and continuity of Information Security Management System processes
- Fulfill duties assigned by the CEO and managers within the role’s responsibilities
Requirements:
- Previous experience in a customer support or similar customer-facing role is preferred
- Must have fluent verbal and written communication skills in Norwegian and English
- Ability to actively listen, empathize, and communicate effectively with customers of varying backgrounds and technical expertise
- Strong problem-solving and critical-thinking skills
- Proficiency in customer support software, CRM systems, and other relevant tools
- Adaptability and flexibility in a fast-paced, dynamic environment
- Ability to handle multiple tasks simultaneously
- Strong organizational skills and attention to detail
- Ability to work independently and collaboratively in a team-oriented environment
- Availability to work a flexible schedule, including weekends and holidays if required
- Positive attitude, patience, and 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
- Flexible schedule including shifts between 07:00 and 23:00 GMT+1, Monday to Sunday
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