Job Details

Job
Location
Norwegian Customer Experience agent - Malta
Job ID: 9029
Job Type:
Region:

St. Julian's

Job description: Responsibilities:
  • Resolve customer queries via calls, live chat and email
  • Take ownership of customer cases that cannot be resolved at the point of contact and see through to full resolution
  • Communicate directly with other teams and providers to solve customer problems in the most efficient way
  • Approve customer withdrawals upon request from the player
  • Process KYC and documentation, conduct any enhanced due diligence required
  • Run daily security checks including reports on new customer accounts and payment transactions to protect the business from technical issues and abuse
  • Contribute to team effort by achieving personal KPIs to support departmental SLAs
  • Provide insight into current customer feedback and help shape our systems, processes and self-service outlets, such as our FAQs and Knowledgebase, both within CX and the wider Country Management
  • Ad hoc tasks as required by the CX Management such as analysing customer contact trends and patterns, and providing context around these
 
Requirements:
  • Fluent knowledge of Norwegian- both written and spoken
  • A keen interest in sports & casino
  • Analytical and problem-solving skills
  • Able to adapt to shift work
  • Customer service experience is considered a plus
  • Able to multitask