Customer Support Adviser (Norwegian speaking)

Ventures Lab; Deutschland; Remote; EUR 32.000 - 52.000; Vollzeit

Benefits dieser Stelle

Remote work

25 days PTO

B2B consultancy

Zusammenfassung

Ventures Lab in Germany is seeking a Customer Support Adviser to deliver exceptional service across chat, email and phone channels, handling inquiries and resolving issues with empathy.

The role requires fluent Norwegian and English, strong communication and problem-solving skills, and the ability to work in a fast-paced environment. A remote consultancy option exists with 25 days PTO, and performance-based bonuses.

Qualifikationen

• Previous experience in a customer support or similar customer-facing role.
• Fluent verbal and written communication skills in Norwegian and English.
• Ability to actively listen, empathize, and communicate effectively with customers.

Aufgaben

• Handle customer enquiries through chat, email and phone across inbound and outbound channels.
• Use questioning skills to obtain maximum relevant information from customers quickly.
• Employ negotiation skills to resolve issues and prevent escalation.
• Maximise revenue-generating opportunities identified.
• Accurate data input and documentation.
• Manage time in line with resource planners.
• Collaborate with colleagues to obtain missing information.
• Meet team KPIs and show desired behaviours.
• Manage escalation process with empathy.
• Coordinate with back offices and third parties to resolve queries.
• Assist customers with payment issues (cards, transfers, e-wallets, crypto, Paysafe).
• Assist customers with KYC procedures in liaison with Risk team.
• Collaborate with VIP, Marketing and Risk/Payments departments.
• Credit bonuses & Free spins.
• Engage customers to increase activity.
• Support creation and continuity of Information Security Management System processes.

Kenntnisse

Customer support

Active listening

English proficiency

Norwegian proficiency

Problem solving

CRM software

Tools

CRM systems

Jobbeschreibung

We are seeking a skilled and customer-oriented individual to join our team as a Customer Support Adviser. As a key member of our customer service department, you will play a vital role in providing exceptional support and assistance to our valued customers. The ideal candidate will possess strong communication skills, problem-solving abilities, and a passion for delivering top-notch customer experiences.

Responsibilities:

• 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.
  

The Shift schedule for this position is as follows:
Working Days: Monday to Sunday
Shifts: 07:00 - 23:00 GMT+1 (split between Morning and Afternoon shifts)

Our Offer:

• 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