Nordic Speaking Customer Experience Agent

A Nordic Speaking Customer Experience Agent at ComeOn Group is responsible for resolving customer queries through various channels, including calls, chats, and emails. You’ll take ownership of customer cases until resolution, communicate with other teams to solve problems efficiently, process KYC documentation, approve withdrawals, and run daily security checks. Additionally, providing feedback on customer experiences and helping to improve our knowledge base is a critical part of the role.

To qualify for the Nordic Speaking Customer Experience Agent position at ComeOn Group, candidates must have fluent knowledge of a Nordic language, both written and spoken. A keen interest in the sports and casino sectors is essential, along with analytical and problem-solving skills. Previous customer service experience is considered a plus, as well as the ability to handle multiple tasks efficiently in a dynamic environment.

ComeOn Group offers a comprehensive training program through the ComeOn Academy Programme for Nordic Speaking Customer Experience Agents. This program focuses on essential areas such as escalations, fraud prevention, compliance, and commercial insights, providing you with the necessary knowledge to excel in your role. It's designed to support your career development and equip you with the tools to become a versatile professional in the iGaming industry.

The work environment for Nordic Speaking Customer Experience Agents at ComeOn Group is engaging and dynamic. With a hybrid work model, employees enjoy flexibility between remote work and working in our vibrant offices. The culture promotes collaboration and innovation, encouraging team events, and providing a supportive atmosphere that values teamwork while still prioritizing individual achievements.

ComeOn Group provides an attractive benefits package for Nordic Speaking Customer Experience Agents, including a competitive salary with bonus potential, a unique workstation setup allowance for remote work, and comprehensive international private health insurance. Additionally, employees enjoy wellness allowances, regular team events, breakfast and lunch provisions at the office, and the opportunity to work remotely for up to 40 days a year.

To effectively prioritize tasks when dealing with multiple customer queries, I'll assess the urgency and complexity of each issue. I would focus on resolving urgent concerns first, maintain a checklist of ongoing cases, and ensure timely follow-ups while communicating with customers about expected response times.

Certainly! In a previous role, I encountered a frustrated customer who faced issues with a withdrawal. I actively listened to their concerns, empathized with their frustration, and assured them I would personally oversee the matter. After investigating the case, I identified a documentation error and quickly resolved it. My transparency and prompt action not only resolved the issue but also restored the customer's trust.

To stay well-informed about the products and services at ComeOn Group, I regularly participate in training sessions, read internal communications, and review our knowledge base. I also engage with colleagues by attending team meetings to gather insights, ensuring I'm equipped to answer customer queries accurately.

If I can't resolve a customer's query immediately, I would first reassure them that I'm committed to finding a solution. I would gather all necessary details and provide an estimated time frame for follow-up. Keeping them informed empowers customers and fosters trust in our support processes.

Providing feedback on customer experiences is vital as it helps improve our services and systems, directly impacting customer satisfaction. By analyzing feedback, we can identify trends, streamline processes, and enhance user experience, ultimately paving the way for higher retention and engagement rates.

To ensure a positive customer experience, I prioritize active listening and empathy. I address each customer's needs with a tailored approach, maintain a friendly and positive tone, and ensure transparency about progress in resolving their issues. This approach builds rapport and fosters long-lasting customer relationships.

In handling aggressive or disrespectful customers, I would remain calm and professional. It's important to listen actively, acknowledge their frustration, and respond empathically while maintaining boundaries. I would focus on resolving their concerns without escalating the situation and would escalate to a supervisor if needed.

What sets ComeOn Group apart is its commitment to an outstanding customer experience and continuous improvement. The emphasis on creating a friendly and engaging culture, paired with opportunities for personal and professional development through initiatives like the ComeOn Academy, shows a genuine investment in employees and their growth.

During peak times with high customer queries, I manage stress by organizing my work efficiently and breaking tasks into manageable parts. I prioritize urgent issues and rely on teamwork to share the workload. Maintaining a positive mindset and taking brief breaks also helps refresh my focus and maintain productivity.

Essential qualities for a Nordic Speaking Customer Experience Agent include strong communication skills, empathy, problem-solving abilities, adaptability, and a genuine passion for customer service. Being able to engage with customers in a friendly manner while effectively addressing their concerns is key to success in this role.