Job Description:
We are seeking a skilled customer support representative to join our team. As a key member of our contact center, you will be responsible for providing exceptional service to our customers via phone, email, and chat.
Your primary goal will be to deliver first-class service, exceeding customer expectations and driving company growth. You will work closely with new and existing customers to resolve their online gaming activities-related queries, ensuring revenue retention and customer satisfaction.
Key Responsibilities:
* Communication:
o Treat every customer with respect and empathy, being fair, patient, and transparent in all interactions.
o Accurately capture customer details and provide relevant information about products, services, and promotions.
o Educate customers on using online self-service tools.
* Drive Improvements:
o Proactively suggest enhancements to efficiency, productivity, quality, and customer satisfaction.
o Fix root causes of issues to prevent further customer impact.
o Simplify processes to reduce effort and improve overall performance.
* Performance – Quality, Customer Focus, and Productivity:
o Meet or exceed service level measures, quality targets, and efficiency targets.
o Perform against key customer service goals and understand individual targets.
* Self-Development:
o Take ownership of your development, identifying opportunities for growth and training.
o Work on an individual career progression plan and manage training completion.
* Customer Experience:
o Display behaviors designed to deliver a distinctive customer experience at all times and anywhere.
Qualifications:
* Middle education degree
* Proficiency in PC equipment and software (MS Office, Internet searching tools)
* Effective verbal and written communication skills
* Mastery of the English language and French (C1 level) or other languages as a plus
* Flexibility and shift work required
Preferred Experience and Knowledge:
* Contact service environment experience preferred
* Online gaming experience beneficial
Functional Competencies:
* Empathy
* Analytical thinking
* Listening
* Accuracy
* Stress Resistance
* Verbal Communication
Fixed Competencies:
* Delighting Customers
* Teamwork
* Continuous Improvement
* Integrity