Member Support Adviser
Isle of Man
Permanent
Our client is seeking a Member Support Adviser to join their team.
Key Responsibilities
- 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
- Fully investigate 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
Key Skills & Experience
- Must be prepared to work flexible hours, including evenings, weekends, and bank holidays on a rota basis with other members of the team. Shifts range from 08.00am to 23.00pm on a 7 hours per day basis.
- 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
- 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
- The ability to work as part of a team with the confidence to work independently
