Member Support Advisor

Isle of Man
Permanent
Our client is looking for a Member Support Advisor to join their team.
The Role:
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
 
  • 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.
 
 
Key Skills and Experience:
  • 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
  • Complaint handling
  • 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
 
Nicole
Your specialist: Nicole Bodell
Quote job ref: 12285