To provide the best possible reactive and proactive customer support using the ‘Sales through Service’ ethos for the Bingo, Casino and Poker, Sports Betting customers across multiple contact channels.
Key responsibilities
* Provide award winning standard service across all contact channels as required through all communication channels (voice and non-voice) whilst maintaining service levels and efficiencies.
* Improve and optimize customer value through maximising customer conversion and retention opportunities utilising company marketing initiatives and the ‘Sales through Service’ mentality
* Be able to respond across all products, but become an expert in at least one area
* Ensure familiarity with all marketing initiatives and up-to-date customer support functions and processes
* Maintain open and transparent communication within the team
* Proactively escalate any issues that would affect the customer experience
* Provide first time resolution to customer contacts, taking into account the commercial value of each contact.
* Escalate customer complex enquires to the Senior Customer Advisor and relay outcomes of investigations to customers.
* Maintain a Quality & Assurance score that meets and exceeds department KPI for each period outlined in the annual objectives.
* Perform any other duties as assigned and required.
Qualifications and Educational Requirements
* Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s Degree, any field.
Specialist Skills and Experience Required
* Contact Centre and Customer Service Experience – an advantage
* Fluent in English – written and spoken to an excellent standard – a must
* A great attitude and desire to help our customers
* Reliable with a strong work ethic
* A flexible approach to work schedules and shift patterns
* Able to react to company needs
* A proactive and ‘can do’ approach
* Confidence to interact with customers through a variety of communication methods including voice, email and live chat with the ability to multi-task
* Can work independently and within a team
* Quality of service and going the extra mile is at the heart of your service approach
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