dayforce
Customer Service Agent
The Rank Group
GBR
Full-time
Entry
Hybrid
Discovered 1 weeks ago
Microsoft Office
Free
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Key Skills for This Role
Microsoft Office
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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
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