The Department:

As the Customer Support Operations department, our job is to understand our customers’ needs, while delivering an authentic human extension to our product offering on an informative, friendly and multi-language level.

Purpose of the Role:

Reporting to the English Casino Service Lead, you will be required to provide a professional world class service to the needs of the organisations’ English Customers (by SMS, telephone, email and online chats).

These services will be offered across all products and you will be required to do so by delivering an unfailing high quality of service. These services will be focused on customer retention and all interventions will be directed at improving customer loyalty, brand integrity, responsible gambling, retention and relationship building.

Duties include, but not limited to:

• Providing world-class customer service by responding to customer queries by telephone, email and online chats
• Processing and resolving of incoming and outgoing contacts in a multimedia environment
• Processing pertinent information into relevant databases
• Completion of tasks assigned during shift
• Customer relationship building and management as well as cross selling of products and services
• Problem solving tasks during shift
• Handling and taking full responsibility for customer related queries
• Excellent time management and adherence to schedule
• Performing extra tasks given by managers / shift supervisors as required

This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties in order to achieve business objectives.

Essential Criteria:

• Completed Degree or 2 year Diploma
• Proficient in MS Outlook, MS Word, MS Excel
• Effective written and verbal communication skills
• Willingness to work in a 24/7 shift environment

Desirable Criteria:

• Strong customer service ability

Person Specifications:

• Customer Orientation
• Organising & Planning
• Information Monitoring
• Stress Tolerance
• Building Relationships
• Communication
• Decision-Making
• Team Orientated

If you do not receive feedback within 14 days of application kindly deem your application as unsuccessful.

Posted on 05 Jul 15:50