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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 Manager. As a key member of our customer service team, you will be responsible for delivering exceptional customer experiences and ensuring that our customers receive consistent and high standards in service.
Key Responsibilities- Respond to all telephone-based enquiries from our online and land-based customers.
- Respond to all email contact from our online and land-based customers.
- Respond to all Live Chat contact from our online and land-based customers.
- Understand all promotions and policies to ensure you handle and resolve all customer contact correctly.
- Deliver outbound calls/email campaigns, including customer satisfaction surveys or Trust Pilot reviews.
- Strive toward the achievement of Key Performance Indicators for the customer service department.
- Continuously demonstrate excellent customer service skills including questioning, probing, listening, establishing rapport, and closing communication.
- Ensure that all customers receive consistent and high standards in service through the quality of verbal and written communications.
- Respond to social media comments to ensure that customer queries are addressed in line with our brand tone.
- Identify and support all customers in relation to Safer Gambling tools, escalating to our Player Protection Team at appropriate times with accurate case notes recorded.
- Handle complaints, delivering the best outcome for our customers, identifying root causes, and helping create effective resolutions.
- 2 years' experience in a face-to-face customer service role.
- Experience working in a customer service office or call centre is hugely important for this role.
- Experience in a fast-paced customer service environment.
- Excellent at building rapport with others.
- 33 days annual leave (including bank holidays).
- Options to buy additional leave.
- Annual company bonus scheme.
- A physical and mental wellbeing app for you and your family with remote access to a GP for advice and more.
- Thrive App – for your mental wellbeing approved by the NHS, designed for the prevention, early detection and self-management of common mental health conditions.
- My Eva – an online financial expert to help with any money-related matters.
- Buzz Brights Apprenticeships.
- Buzz Learning – our digital learning platform with access to 100s of online courses.
- Refer a friend scheme.
- Life assurance.
- Company pension.
