Norwegian Customer Experience Agent in Malta
- Malta Island
- Permanent
- Full-time
- Resolve customer queries via live chat and email.
- Take ownership of customer cases that cannot be resolved at the point of contact and see through to complete resolution.
- Communicate with 2nd line support team and payment providers to solve customer problems most efficiently.
- Approve customer withdrawals upon request from the player.
- Review of customer documentation and KYC checks on demand for various jurisdictions in line with policy.
- Contribute to team effort by achieving personal KPIs to support departmental SLA's.
- Provide insight into current customer feedback and help shape our systems, processes, and self-service outlets, such as our FAQs and Knowledgebase, both within customer service
- Ad hoc tasks required by the customer service management, such as analyzing customer contact trends and patterns and providing context.
- Native level of Norwegian and English, both written and spoken
- Keen interest in sports & casino
- You have an analytical approach to solving problems and are quite a Sherlock when it comes to solving even more complex issues
- You don't mind waking up early for the morning shift
- Working on Sunday is no big deal for you, as you know you'll enjoy your day off in the middle of the week
- You have worked in a customer service setting, ideally answering customer queries via live chat and email, or at least in a face-to-face environment such as hospitality or retail
- Multitasking is your middle name, and you can retain a lot of information as well as the technical capacity to work with multiple systems
- You have a genuine drive to help others; you are a pro when it comes to communicating with customers
- You are eager to learn and contribute with ideas to make continuous improvements
- Competitive salary and performance bonus
- Relocation package - Accommodation support for two weeks; Reimbursement of flight tickets in the first salary; Transportation support from airport to apartment
- Regular Team events
- Wellness Allowance
- Private healthcare
- Super cool office, hybrid office set up