What does this role entail?
This is an opportunity to become a pivotal part of a Customer Service Team within an innovated and fun online Gaming company. Within this role, your customer retention and relationship building skills will be developed. You will be the first point of contact for our customers and deal with all aspects of the players account via phone and live chat. Through this role, you will gain excellent product and feature knowledge.
As our sites operate 24/7, so does our Customer Service department. Therefore this role demands flexibility and will be based on a shift rota incorporating a combination of 24/7 shifts. Part-time shifts are primarily evenings 6pm 11pm and weekends between the hours of 8am 11pm.
We offer an excellent work environment with a competitive salary and good benefits package.
Acts as a first point of contact for customer issues, questions and requests, providing best in class client service whether its by phone, email or live chat. Entertain and engage with customers in our chat rooms, providing product expertise, running quizzes and games and creating a sense of community for players. Personally deliver a frontline service to customers that (as a minimum) meets their expectations while also resolving their queries/questions/enquiries at first point of contact wherever possible. When required, escalates situations to appropriate management or other departments to determine the proper course of action and provide a solution. Respond to emails, live chat and telephone calls from customers in a professional manner and in line with the Customer Service Quality Guidelines. Leverage product knowledge to assist customers in playing Casino, Slot and 90 Ball Bingo games. Encourages customer participation in promotion opportunities. Maintain records of customer interactions and transactions using the Customer Service Admin application. Collect and disseminate customer feedback on promotions, products, operations, or any other aspect of the business to Marketing, Gaming Finance, or Operations as applicable. Perform related work or additional projects as required by the business including outbound calls.
Associated topics: associate, call center associate, call center representative, clerk, client, customer care representative, phone, service representative, service specialist, telephone