Reports to:

Customer Service Team Leader

 

Purpose of the Role:

To serve customers by providing product and service information, answering queries and resolving issues in a prompt and efficient manner.

 

Key Responsibilities:

• Providing excellent standard of service to customers through email, phones and web chat interactions.

• Providing and processing information in response to customer enquiries, concerns and requests in a timely, personable and professional manner.

• Resolving customer complaints in a patient, efficient and courteous manner and carrying out remedial action as and when required.

• Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem and following up to ensure resolution.

• Consistently displaying a strong customer focus and “going the extra mile” to achieve a high level of customer satisfaction.

• Assisting customers by placing bets over the phone.

• Accurately translating website text as required by customers.

• Effectively dealing with upset and angry callers.

• Escalating issues to the Assistant Team Leader/Team Leader as necessary.

• Escalating regulatory issues to the Compliance Team.

• Following up on customer interactions in accordance with Company’s processes and procedures.

• Providing guidance to and mentoring junior members of the team.

• Liaising with other departments (for instance Payments and Fraud) to resolve customer queries as and when required.

• Complying with Company’s policies and procedures at all times, to improve service provided.

• Maintaining professionalism in all interactions with clients and colleagues.

• Tracking and monitoring work activity.

• Determining and accurately recording all details of incoming problems.

• Displaying a high level of attention to detail whilst recording and updating account information.

• Monitoring forum to capture feedback.

• Monitoring website for errors and testing website after systems updates and new product launches.

• Playing an active part in enhancing quality results and performance of the team.

• Contributing to team effort by meeting KPI’s and SLA’s.

• Recommending potential products or services to management by collecting customer information and analysing customer needs.

• Contributing to a continual enhancement of customer service, by providing ideas and suggestions on how to improve procedures and develop the department.

 

Other Responsibilities:

• Continually developing personal skills to enhance effectiveness of self and team.

• Keeping abreast of professional knowledge by participating in training, maintaining personal networks and studying developments within the industry.

• Escalating issues to senior management as appropriate.

• Undertaking other reasonable duties as instructed by senior management.

 

Required Skills and Abilities:

• Excellent verbal and written communication skills in English and Spanish.

• Good numeracy skills.

• Strong IT skills including good working knowledge of Microsoft Outlook.

• Ability to multitask, prioritise and work under pressure.

• Demonstrable negotiation skills.

• Excellent accuracy and attention to detail.

• Proactive and results-driven approach.

• Exceptional problem-solving skills.

• Excellent prioritising skills.

• Faultless telephone manner.

• Customer focus and commitment to service excellence.

• Good interpersonal skills and ability to work as part of a team.

• Ability to learn quickly in a changing environment.

• Diagnostic and Advisory Skills.

• Confidence and ability to deal with difficult situations.

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Desired Skills and Abilities:

• Knowledge of online gaming and betting industry.

• Interest and knowledge of sports.

 

Additional Requirements:

• Must be flexible towards work schedules and rota (mornings, evenings and nights)

 

To apply for any of the roles, please send your CV and covering letter to jobs@panserve.co

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By submitting your c.v., you consent and agree to the following:

 

• Use and processing of your personal data only relating to your application

• You can request this data and verify its accuracy

• You can request that your data be deleted but this may hinder your application

• If your application is unsuccessful your data will be deleted after 6 months

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For further information about our privacy policy or concerns, please contact hr@panserve.co

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