We are seeking a proactive and customer-focused Norwegian-speaking Customer Service Account Manager to join our team in Enfield, North London. This is an exciting opportunity to play a key role in managing customer relationships, supporting subscription lifecycle activities, and delivering a high standard of service across a diverse portfolio of accounts.
In this role, you will act as a trusted point of contact for customers, helping to drive retention, resolve complex queries, and identify opportunities to enhance service delivery and operational efficiency. You’ll work in a collaborative environment, partnering with internal teams and external stakeholders to ensure the best outcomes for both customers and the business.
What You\'ll Do
* Manage a portfolio of customer accounts, ensuring all day-to-day requirements are met
* Build strong, long-term relationships and act as the primary point of contact for customers
* Take ownership of customer loyalty and retention within your portfolio
* Support customers by providing guidance, training, and best practice advice on systems and processes
* Investigate and resolve queries, claims, and discrepancies efficiently with minimal customer impact
* Analyse account performance, trends, and issues using reporting tools (e.g. Tableau or internal systems)
* Create and present reports highlighting trends, risks, and opportunities for improvement
* Work within agreed Service Level Agreements (SLAs) to meet deadlines and performance targets
* Collaborate effectively with internal teams, publishers, and stakeholders
* Use sound business judgement to balance customer satisfaction with business needs
About You
* Fluent in both English and Norwegian (written and spoken) – this is essential
* Proven experience managing a portfolio of customer accounts, with a focus on retention and service quality
* Strong ownership and accountability for resolving customer queries through to completion
* Ability to work with and manage SLAs, ensuring expectations are consistently met
* Excellent organisational skills with the ability to prioritise workload, especially during busy periods
* Experience handling customer escalations and working cross-functionally to resolve issues
* Strong analytical skills, with the ability to interpret customer data and identify trends or risks
* A proactive mindset with a focus on improving processes and customer experience
* Comfortable working with cross-functional teams such as Finance, Sales, and Operations
* High attention to detail, particularly when managing orders, pricing, and customer data
* Knowledge of subscription services or order management processes is desirable
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