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 Mandarin.

  • 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.

Desired Skills and Abilities:

  • Knowledge of online gaming and betting industry.

  • Interest and knowledge of sports.

Additional Requirement:

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

To apply for any of the roles, please send your CV and covering letter to