Customer Support Agent (Norwegian speaking)

Ventures Lab Ltd.; Greater London; Remote; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Bonus structure

Remote consultancy (B2B)

25 days PTO

Job summary

Ventures Lab Ltd. is seeking a customer-focused Support Adviser to assist customers across multiple platforms. You will handle inquiries, resolve issues with empathy, and support payments, KYC, and risk-related processes. The role requires strong communication, problem solving, and the ability to work with cross-functional teams.

Remote-friendly position with a B2B consultancy arrangement and 25 days PTO. Weekend/holiday availability may be required as per shift patterns.

Qualifications

• Experience in customer support or similar role preferred.
• Fluent verbal and written communication in Norwegian and English.
• Ability to listen actively, empathize, and communicate effectively with customers.
• Strong problem-solving and critical-thinking skills.
• Proficiency with CRM systems and customer support tools.
• Flexible to work in a fast-paced environment and manage multiple tasks.

Responsibilities

• Handle customer inquiries via chat, email and phone (inbound and outbound).
• Ask targeted questions to gather information efficiently.
• Negotiate resolutions and suggest actions to prevent escalations.
• Identify revenue opportunities and maximize upsell potential.
• Accurate data input and documentation.
• Coordinate with internal teams and 3rd parties to resolve queries.
• Support customers with payments, KYC procedures, and risk-related concerns.
• Maintain knowledge of processes and support information security controls.

Skills

Customer support

Communication

Problem solving

Active listening

Empathy

CRM proficiency

Teamwork

Multitasking

Flexibility

Tools

CRM systems

Support software

Job description

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.

Tasks

• 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

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)

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