Customer Support Adviser

Permanent
  • Post Date: June 23, 2022
  • Isle of Man
Job Description

Role Description:
To work alongside other team members responding to customer problems, enquiries and complaints via live chat, email and phone. Handle customer 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 whilst ensuring high customer service standards are maintained.

Role Responsibilities:
– 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
– 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
– 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.

Please Note:
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. Predominantly they will be from 15.00 to 23.00 including weekends.

Skills & Experience Required:
– Complaint handling experience (desirable)
– 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

Phone 01624 615600