Norwegian Speaking- Customer Service Account Manager

EBSCO Information Services; Enfield; On-site; GBP 30,000 - 45,000; Full time

Job summary

EBSCO Information Services is seeking a proactive and customer-focused Norwegian-speaking Customer Service Account Manager in Enfield, North London. In this role, you will manage customer relationships, support subscription lifecycle activities, and maintain high service standards. Responsibilities include managing customer accounts, resolving queries, and collaborating with various teams. Ideal candidates are fluent in English and Norwegian, possess analytical skills, and focus on customer retention. This is an exciting opportunity to improve service delivery across accounts.

Qualifications

• Fluent in both English and Norwegian (written and spoken) – this is essential.
• Proven experience managing a portfolio of customer accounts, focusing on retention and service quality.
• Strong analytical skills, able to interpret customer data and identify trends or risks.

Responsibilities

• Manage a portfolio of customer accounts, ensuring all day-to-day requirements are met.
• Collaborate effectively with internal teams, publishers, and stakeholders.
• Investigate and resolve queries, claims, and discrepancies efficiently.

Skills

Fluency in English and Norwegian

Customer account management

Analytical skills

Organizational skills

Process improvement mindset

Tools

Tableau

Job description

We are seeking a proactive and customer-focused Norwegian-speaking Customer Service Account Manager to join our team in Enfield, North London. This is an exciting opportunity to play a key role in managing customer relationships, supporting subscription lifecycle activities, and delivering a high standard of service across a diverse portfolio of accounts.

In this role, you will act as a trusted point of contact for customers, helping to drive retention, resolve complex queries, and identify opportunities to enhance service delivery and operational efficiency. You’ll work in a collaborative environment, partnering with internal teams and external stakeholders to ensure the best outcomes for both customers and the business.

What You\'ll Do

• Manage a portfolio of customer accounts, ensuring all day-to-day requirements are met
• Build strong, long-term relationships and act as the primary point of contact for customers
• Take ownership of customer loyalty and retention within your portfolio
• Support customers by providing guidance, training, and best practice advice on systems and processes
• Investigate and resolve queries, claims, and discrepancies efficiently with minimal customer impact
• Analyse account performance, trends, and issues using reporting tools (e.g. Tableau or internal systems)
• Create and present reports highlighting trends, risks, and opportunities for improvement
• Work within agreed Service Level Agreements (SLAs) to meet deadlines and performance targets
• Collaborate effectively with internal teams, publishers, and stakeholders
• Use sound business judgement to balance customer satisfaction with business needs

About You

• Fluent in both English and Norwegian (written and spoken) – this is essential
• Proven experience managing a portfolio of customer accounts, with a focus on retention and service quality
• Strong ownership and accountability for resolving customer queries through to completion
• Ability to work with and manage SLAs, ensuring expectations are consistently met
• Excellent organisational skills with the ability to prioritise workload, especially during busy periods
• Experience handling customer escalations and working cross-functionally to resolve issues
• Strong analytical skills, with the ability to interpret customer data and identify trends or risks
• A proactive mindset with a focus on improving processes and customer experience
• Comfortable working with cross-functional teams such as Finance, Sales, and Operations
• High attention to detail, particularly when managing orders, pricing, and customer data
• Knowledge of subscription services or order management processes is desirable