Member Support Adviser
Isle of Man
Permanent
Our client seeks a Member Support Adviser to join their team.
Role Profile:
- To work alongside other team members responding to customer problems, enquiries and complaints via live chat, email, and phone.
- Handle 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
- Ensure high customer service standards are maintained
- 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
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.
Key Responsibilities:
- 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
- Deliver a high standard of KYC checks in accordance with the company policies & procedures.
- 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.
- Actively request customer reviews on personal performance via the company Trust Pilot Platform, with Member Support Advisers expected to obtain a minimum of 30 reviews per month.
Key Skills and Experience:
- Must be prepared to work flexible hours as detailed above
- KYC experience essential
- Live Chat experience preferred
- The ability to turn around a negative customer experience into a positive conversation
- 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
- The ability to work as part of a team with the confidence to work independently
