Your Opportunity:
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
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Build strong, long-term relationships and act as the primary point of contact for customers
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Take ownership of customer loyalty and retention within your portfolio
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Support customers by providing guidance, training, and best practice advice on systems and processes
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Investigate and resolve queries, claims, and discrepancies efficiently with minimal customer impact
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Analyse account performance, trends, and issues using reporting tools (e.g. Tableau or internal systems)
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Create and present reports highlighting trends, risks, and opportunities for improvement
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Work within agreed Service Level Agreements (SLAs) to meet deadlines and performance targets
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Collaborate effectively with internal teams, publishers, and stakeholders
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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
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Proven experience managing a portfolio of customer accounts, with a focus on retention and service quality
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Strong ownership and accountability for resolving customer queries through to completion
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Ability to work with and manage SLAs, ensuring expectations are consistently met
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Excellent organisational skills with the ability to prioritise workload, especially during busy periods
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Experience handling customer escalations and working cross-functionally to resolve issues
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Strong analytical skills, with the ability to interpret customer data and identify trends or risks
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A proactive mindset with a focus on improving processes and customer experience
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Comfortable working with cross-functional teams such as Finance, Sales, and Operations
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High attention to detail, particularly when managing orders, pricing, and customer data
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Knowledge of subscription services or order management processes is desirable
