Job Purpose

• To work alongside other team members responding to customer problems, enquiries and complaints via live chat, email, and phone.
• Handle problems, enquiries & complaints, provide appropriate solutions and alternatives within the time limits and to a full resolution.  Investigate fully all enquiries, complaints, and problems before resolution
• Ensure high customer service standards are maintained
• Work with other areas to stay updated on product knowledge
• To ensure that internal procedures are followed when dealing all problems, enquiries, and complaints both internal and external
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives

Responsibilities

• To ensure all allocated daily tasks are completed in full by the end of each working day. Any outstanding enquires must be referred to your Team Leader.
• To ensure you follow internal practices when dealing with customer enquiries.
• Handle problems, enquiries & complaints, provide appropriate solutions and alternatives within the time limits and to a full resolution
• Ensure high customer service standards are maintained
• Investigate fully all enquiries, complaints, and problems before resolution
• Deliver a high standard of KYC checks in accordance with the company policies & procedures.
• Work with other areas to stay updated on product knowledge
• To ensure that internal procedures are followed when dealing all problems, enquiries, and complaints both internal and external
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Actively request customer reviews on personal performance via the company Trust Pilot Platform, with Member Support Advisers expected to obtain a minimum of 30 reviews per month.

• Must be prepared to work flexible hours, including evenings, weekends, and bank holidays on a rota basis with other members of the team, this is an essential requirement of the role, Shifts range from 08.00am to 23.00pm on a 7 hours basis.
• KYC experience essential
• Live Chat experience preferred
• The ability to turn around a negative customer experience into a positive conversation
• Gaming industry experience a desirable advantage
• Previous office experience
• Good interpersonal skills
• Confident manner
• Ability to multi-task, prioritize and manage time effectively
• Great attention to detail
• Works well under pressure
• Strong phone contact handling skills and active listening
• Good IT competencies, computer literate with high competency in Excel
• Open and responsive problem-solving skills
• Able to work on own initiative, be proactive and motivate others when necessary
• Methodical and well organised
• The ability to work as part of a team with the confidence to work independently