[Hiring] Customer Support Adviser @Ventures Lab

Role Description

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.

• 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.

Qualifications

• 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).