Customer Support Advisor

OVERVIEW OF THE ROLE:

As a Customer Support Advisor, you play a pivotal role in delivering outstanding customer service experiences. Your primary responsibility is to handle and process customer inquiries through email and live chat communication channels, ensuring the highest level of customer happiness and compliance with company policies and industry standards.

Reporting to a Team Leader, you'll be part of a team making our customers experiences outstanding by handling and processing inbound customer service requests, helping to keep our processes running efficiently, and capturing all relevant information for our customer databases.

Customer Service Advisors stay in the know about bet types, bet options, key events, and industry trends.

Key responsibilities

Competencies

• Customer focus
• Problem Solving Investigative
• Efficiency Speed
• Effective Communication Written Verbal

Technical Skills

• Strong numeracy skills
• Microsoft (Excel, Word, SharePoint)
• Outlook
• Ability to comprehend and source new information required to perform duties

Knowledge Experience

• Technical Ability Computer Literacy
• High attention to detail in processing and interpreting information

Values

• Collaboration (with other teams within Customer Operations and other departments)
• Resilience
• Ability to adhere to policies and compliance
• Attention to detail and Quality focus
• Productive

Behavioral Competencies

• You succeed working in a structured environment i.e. KPIs, Ongoing Chats, Calendar not set by you
• Youre passionate about working in a team that supports each other during busy periods, being the ultimate teammate
• You thrive working in a fast-paced Contact Centre environment and strive for continuous improvement through positive action
• You are customer-focused, show compassion, and put our customers needs first and last

KPIs

• Adherence to all Contact Centre policies and processes
• Compliance with completing all Game On modules
• Compliance with QoS Rubrics framework
• Remain up to date across all CS communications in real-time
• Communicate and interact appropriately with all relevant stakeholders

Experience

• 0-2 years of experience in Customer Support role.
• Experience working within 24/7 operations.