Customer Service Specialist for Vingcard at ASSA ABLOY Group, managing inquiries and orders for clients in Europe. Provide product information, recommendations, and resolutions for customer issues.
About the role
- Customer Support Adviser interacting with Norwegian-speaking customers via chat, email, and phone. Resolving inquiries and assisting with various payment platforms in a hybrid setting.
Responsibilities
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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