Member Support Adviser
Isle of Man
Permanent
Our client seeks a Member Support Adviser to join their customer service team.
In this pivotal role, you will be the face of customer excellence, handling enquiries, complaints and problems across multiple channels including live chat, email and phone. You will consistently turn customer experiences into positive outcomes whilst maintaining the highest service standards and ensuring full compliance with internal procedures.
The ideal candidate will have proven experience is a similar role, regularly dealing with KYC and compliance, and have the flexibility to work to the Client's shift-based schedule. Shifts range from 08:00am to 23:00pm on 7 hours per day basis.
Key Responsibilities:
- Handle customer problems, enquiries and complaints via live chat, email and phone within specified time limits.
- Investigate all enquiries, complaints and problems thoroughly before providing appropriate solutions and alternatives.
- Ensure high customer service standards are maintained at all times across all interactions.
- Deliver high standard KYC checks in accordance with company policies and procedures.
- Work collaboratively with other areas to stay updated on product knowledge.
- Identify customers' needs, clarify information, research issues and provide effective solutions.
- Actively request customer reviews via company platform, obtaining personal targets monthly.
- Work flexible hours including evenings, weekends and bank holidays on rota basis.
Key Skills & Experience:
- KYC experience essential - demonstrable compliance background required.
- Live chat experience preferred - multi-channel customer service expertise advantageous.
- Strong phone contact handling skills and active listening capabilities.
- Previous office experience with strong interpersonal skills.
- Confident manner with ability to multi-task, prioritise and manage time effectively.
- Great attention to detail with ability to work well under pressure.
- Understanding of the gaming sector would be beneficial.
- Good IT competencies with high competency in Excel.
- Methodical, well organised approach with team working capabilities.
- Flexibility to work shifts ranging from 08:00am to 23:00pm on 7 hours per day basis.
Your specialist: Nathan Draper
Quote job ref: 16501
Hi, I'm your specialist Nathan and I can't wait to hear from you about this job. You can simply submit your CV or call me on 678144 with any questions.
