Description
Customer Experience Agent – Norwegian Markets
Location: London (Hybrid)
Full-time, permanent.
Our client is expanding into the Nordic region and requires dedicated professionals to support customers in Norwegian markets. This role involves providing comprehensive outbound support for service, handling escalations, and contributing to market-specific operations during the launch phase. The position demands flexibility, as responsibilities may include a mix of outbound transaction management, inbound query handling, social media engagement, and cross-functional support as business needs evolve.
Key responsibilities:
Customer Support & Escalations
Proactively manage and resolve issues relating to pre-booked sales for Norwegian markets.
Serve as the primary point of contact for social media inquiries and engagement, initially on Facebook and X (formerly Twitter), with potential expansion to additional channels.
Handle complex customer complaints and escalations as the final internal point of resolution, including outbound calls where required to address urgent matters efficiently and professionally.
Market Insight, Content & Technical Support
Provide market intelligence to the Norwegian markets team, including customer trends and behavioural insights specific to Nordic markets.
Assist with content quality assurance, proofreading and translating internal and customer-facing materials to ensure accuracy in spelling, grammar, and cultural appropriateness across required Nordic languages.
Collaborate with the Technology team to train and refine multilingual chatbot functionality in Norwegian.
Required skills and experience:
Native or near-native fluency in Norwegian, with excellent verbal and written English communication skills. Fluency in more than one Nordic language is highly advantageous.
Strong verbal communication and negotiation abilities, including confidence in conducting professional outbound calls for sensitive cases.
Prior experience in a high-volume customer service or contact centre environment.
Proven track record of managing customer interactions and issue resolution on social media platforms (Facebook, X/Twitter).
Meticulous attention to detail in proofreading, translation, and data handling.
Proficiency with web-based systems, including multiple supplier platforms and internal tools.
High adaptability, with strong multitasking, prioritisation, and time-management skills in a dynamic, fast-paced setting.
Benefits:
Salary £34,000 to £36,000
Company pension contributions at 5%.
Personalised training budget to support professional development.
Discounts for employees, family, and friends.
25 days annual leave per year (plus 8 public holidays), increasing 1 day every second year of service up to a maximum of 30 days.
Options to buy and sell annual leave.
Cycle to work scheme, season ticket loan, and eye care vouchers.
This role offers the opportunity to play a central part in establishing operations in a new market, building customer trust, and supporting cross-functional teams through the launch phase.
Location: London (Hybrid)
Full-time, permanent.
Our client is expanding into the Nordic region and requires dedicated professionals to support customers in Norwegian markets. This role involves providing comprehensive outbound support for service, handling escalations, and contributing to market-specific operations during the launch phase. The position demands flexibility, as responsibilities may include a mix of outbound transaction management, inbound query handling, social media engagement, and cross-functional support as business needs evolve.
Key responsibilities:
Customer Support & Escalations
Proactively manage and resolve issues relating to pre-booked sales for Norwegian markets.
Serve as the primary point of contact for social media inquiries and engagement, initially on Facebook and X (formerly Twitter), with potential expansion to additional channels.
Handle complex customer complaints and escalations as the final internal point of resolution, including outbound calls where required to address urgent matters efficiently and professionally.
Market Insight, Content & Technical Support
Provide market intelligence to the Norwegian markets team, including customer trends and behavioural insights specific to Nordic markets.
Assist with content quality assurance, proofreading and translating internal and customer-facing materials to ensure accuracy in spelling, grammar, and cultural appropriateness across required Nordic languages.
Collaborate with the Technology team to train and refine multilingual chatbot functionality in Norwegian.
Required skills and experience:
Native or near-native fluency in Norwegian, with excellent verbal and written English communication skills. Fluency in more than one Nordic language is highly advantageous.
Strong verbal communication and negotiation abilities, including confidence in conducting professional outbound calls for sensitive cases.
Prior experience in a high-volume customer service or contact centre environment.
Proven track record of managing customer interactions and issue resolution on social media platforms (Facebook, X/Twitter).
Meticulous attention to detail in proofreading, translation, and data handling.
Proficiency with web-based systems, including multiple supplier platforms and internal tools.
High adaptability, with strong multitasking, prioritisation, and time-management skills in a dynamic, fast-paced setting.
Benefits:
Salary £34,000 to £36,000
Company pension contributions at 5%.
Personalised training budget to support professional development.
Discounts for employees, family, and friends.
25 days annual leave per year (plus 8 public holidays), increasing 1 day every second year of service up to a maximum of 30 days.
Options to buy and sell annual leave.
Cycle to work scheme, season ticket loan, and eye care vouchers.
This role offers the opportunity to play a central part in establishing operations in a new market, building customer trust, and supporting cross-functional teams through the launch phase.