Customer Support Adviser (Norwegian speaking)

Ventures Lab Ltd.; United States; A distancia; USD 36.000 - 52.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Bonus structure

Descripción de la vacante

Ventures Lab Ltd. in the United States is seeking a customer-focused Customer Support Adviser to join our team. You will handle inquiries across chat, email and phone, ensuring timely and courteous assistance to our players.

The ideal candidate speaks English and Norwegian, with strong communication, problem-solving, and data-entry skills. You will work independently in a fast-paced setting and collaborate with Risk/Payments teams to support revenue opportunities.

Formación

• Previous experience in a customer support or similar role.
• Fluent verbal and written English and Norwegian.
• Excellent listening, empathy and communication with diverse customers.
• Strong problem-solving and critical-thinking abilities.
• Proficiency with CRM systems and customer support software.
• Able to work independently and in a team in a fast-paced environment.
• Willingness to work weekends and holidays if required.

Responsabilidades

• Handle customer inquiries via chat, email and phone across inbound/outbound channels.
• Ask targeted questions to gather relevant information quickly.
• Resolve issues using negotiation skills and route escalations with empathy.
• Identify revenue opportunities and credits/bonuses when applicable.
• Accurately input data and manage your own time.
• Collaborate with back offices and third parties to resolve queries promptly.

Conocimientos

Customer support

Bilingual English/Norwegian

Active listening

Empathy

CRM software

Problem solving

Communication skills

Time management

Team collaboration

Flexibility

Herramientas

CRM systems

Descripción del empleo

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

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)