Customer Support Agent, Norwegian Speaking

Stellenbeschreibung:

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.
Perform accurate data input and manage time in line with resource planners.
Coordinate with colleagues across the business to obtain missing information.
Meet predetermined team and operational sales and service KPIs and role-related behaviours.
Manage the escalation process for customer resolution with empathy.
Work with multiple back offices, internal tools, and third-party game providers to answer and resolve customer queries.
Assist customers with payment processing issues involving credit cards, bank transfers, e-wallets, crypto, and Paysafe.
Assist customers with KYC procedures while working closely 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 processes for the Information Security Management System.
Fulfill duties assigned by the CEO and managers within the scope of the role.

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.
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.
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.
Fluency in Norwegian and English, both verbal and written.

Core Competencies

Demonstrates strong customer support capabilities with proficiency in handling inquiries through various channels, effective communication in Norwegian and English, and a focus on problem-solving and critical thinking. Capable of collaborating across departments while managing customer relationships and ensuring compliance with KYC procedures.