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About the Role

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.

Responsibilities

• Handle customer inquiries through various platforms (Chat, Email, Phone) via inbound and outbound channels.
• Utilize logical questioning to obtain relevant customer information efficiently.
• Employ negotiation skills to resolve problems and offer suitable courses of action to prevent escalation.
• Maximize revenue-generating opportunities.
• Perform accurate data input.
• Manage time effectively in line with resource planners.
• Liaise directly with colleagues to obtain missing information.
• Meet predetermined team and operational sales and service Key Performance Indicators and behaviors.
• Manage the customer resolution escalation process with empathy.
• Work with multiple back offices, internal tools, and engage third parties (Games providers) to ensure timely and correct customer query resolution.
• Assist customers with payment processing issues (Credit Cards, Bank transfers, E-wallets, Crypto, Paysafe).
• Assist customers with their KYC procedure, collaborating with the Risk team.
• Work closely with the VIP, Marketing, and Risk/Payments departments.
• Credit bonuses and Free spins.
• Actively engage customers to increase player activity.
• Provide support for the creation, implementation, and continuity of processes for the Information Security Management System.
• Fulfill all duties assigned by the CEO and managers within the scope of job requirements and responsibilities.

Requirements

• Previous experience in a customer support or similar customer-facing role is preferred.
• Fluent verbal and written communication skills in Norwegian and English.
• Ability to actively listen, empathize, and communicate effectively with customers of varying backgrounds and technical expertise.
• Strong problem-solving and critical-thinking skills.
• Proficiency in using customer support software, CRM systems, and relevant tools.
• Adaptability and flexibility to work in a fast-paced environment, handling multiple tasks simultaneously.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively.
• Availability to work a flexible schedule, including weekends and holidays.
• A positive attitude, patience, and a genuine desire to assist customers.

Skills

• Communication skills
• Problem-solving abilities
• Customer service
• Negotiation skills
• Data input
• Time management
• Escalation management
• Payment processing
• KYC procedures
• Information Security Management System support

Location

• Remote

Work Type

• Full-time
• Remote

Experience Level

• Preferred previous experience in customer support or similar customer-facing role

Salary/Compensations

• Competitive salary synonymous with skills and experience
• Performance and bonus structure dependent on achievement of set targets and personal performance

Benefits

• 25 days PTO