CUSTOMER SERVICE AGENT

Zaragoza - Zaragoza

Descripción de la oferta de empleo

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, prioritize and work under pressure. • Demonstrable negotiation skills. • Excellent accuracy and attention to detail. • Proactive and results-driven approach. • Exceptional problem-solving skills. • Excellent prioritizing 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. Desirable Skills and Abilities: • Knowledge of online gaming and betting industry. • Interest and knowledge of sports. Additional Requirements: Must be flexible towards work schedules 24/7 shifts: morning, evening and night shifts
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Detalles de la oferta

Empresa
  • Marathonbet Spain SA
Fecha de publicación
  • 04/07/2019
Fecha de expiración
  • 09/05/2020
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