Customer Service Agent
Rank Interactive is a Digital Business with an Entrepreneurial spirit!
Are you ready to embark on an exciting journey as one of our Customer Service Agent?
We are seeking passionate and enthusiastic individuals to join our dynamic team as the first point of contact for our valued customers. If you thrive in a fast-paced environment, love helping others, and are committed to providing exceptional service, then this is the perfect opportunity for you!
Main Accountabilities & Responsibilities:
Work: As a Customer Service Agent, you will be at the forefront of our customer interactions, resolving our players’ concerns and coaching them to derive the best value from our products.
Resolve customer queries by telephone, email or chat with a positive and service-oriented attitude
Identify customers’ needs and offering effective solutions by applying solid problem-solving techniques
Ensure responses are delivered to customers within agreed timescales
Manage and control interactions so that service is delivered within targeted handling times
Adapt and personalize every interaction to drive customer satisfaction (CSAT) scores to target
Keep clear records of customer interactions for audit and compliance purposes
Coach customers to self-serve with the aim to enhance customer experience and value
Actively engage players with new deals, offers or games to drive brand loyalty
Maintain a positive, empathetic, and professional attitude toward customers at all times
De-escalate difficult situations involving unhappy customers by offering patient assistance and support
Protect vulnerable customers from gambling related harm by enforcing safe gambling protocols
Identify behavioural red flags by leading safer gambling conversations with players
Promptly escalate incidents internally where necessary to ensure resolutions are reached promptly
Win: Win as part of our dynamic customer team to deliver our best possible service level to the Customer
Work as part of our dynamic customer team to deliver our best possible service level to the customer
You’ll thrive in this role if you put the customer at the heart of everything you do
Exceed customer expectations and drive customer satisfaction
Achieve Key Performance Indicators (KPIs) related to customer service
Identify opportunities to improve our customer service processes
Collaborate with other departments to enhance the customer experience and resolve issues
Grow: Use your valuable experience in customer services to start a career with the Rank Group
Develop your customer service skills and knowledge
Gain valuable experience in an exciting and fast paced environment
Become an expert in our Products and Services
Contribute to the growth and development of the customer service team
What’s needed for success – Experience & Qualifications:
Excellent English written and oral communication skills is a must
Previous experience in a customer service orientated role would be a definite advantage
Customer focus and able to deliver practical solutions
Comfortable to deal with inbound and outbound customer queries
Active listening and problem-solving skills
Proven team player with the ability to be self-motivated and work on own initiative
Highly organised and structured
Flexible and can respond to changing environments.
Ability to learn new skills and retain information effectively
Ability to multitask with attention to detail and the ability to prioritise
Good mastery of Microsoft Office tools
SC / HSC / Diploma or relevant customer service experience
General knowledge of Sports, Bingo and Slot games will be advantage