Customer Service Representative

1 week ago

Nottingham, Nottingham, United Kingdom Bada Bingo Full time
About the Role

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.
Requirements
  • 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.
What We Offer
  • 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.

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