Ventures Lab

Customer Support Adviser, Norwegian speaking

Ventures Lab

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportdata inputKYC procedureproblem-solvingcritical-thinkingnegotiation skillsrevenue generationpayment processinginformation security managementcustomer engagement
Soft Skills
communication skillsactive listeningempathyorganizational skillsattention to detailadaptabilityflexibilityteamworkpatiencepositive attitude