Call Center Advisor

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
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