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Customer Service Representative
2 months ago
We are seeking a highly skilled and customer-focused individual to join our team as a Customer Service Agent. As a key member of our Customer and Retailer Care department, you will be responsible for providing exceptional support to our customers and retailers, ensuring that they receive a seamless and satisfying experience.
Key Responsibilities- Provide first-line support to customers and retailers, resolving queries and issues in a timely and professional manner.
- Handle inbound and outbound communications, including phone calls, emails, and webchats, to meet agreed performance and quality measures.
- Identify customer requirements and resolve queries, such as account issues, customer complaints, and player systems matters.
- Refer complex issues to relevant internal or external departments, using correct escalation procedures.
- Maintain a knowledge of Allwyn's operating model, products, and services, and stay up-to-date with new initiatives and changes to procedures.
- Gather qualitative player data and log contact-related information into relevant systems.
- Undertake ad-hoc data entry as requested.
- Verify player data and integrity, and receive winner claims, delivering the agreed winner process.
- Achieve Key Performance Indicators (KPIs) and act as an ambassador for Allwyn, promoting the organization and its offerings in a positive way.
- Ability to use Aspect telephone systems to make and receive calls.
- Knowledge of webchat and Microsoft computer systems.
- Understanding of the mechanics of all National Lottery games and products.
- Ability to extract and input data into systems, logging information in full in line with the Data Protection Act.
- 34 days paid leave (including bank holidays).
- 2 x Life Days.
- 4 x Salary of Life Insurance.
- Pension: We'll contribute 8.5%.
- BUPA.
- £500 wellness allowance.
- Income Protection.
