Purpose of the Job
Be available and provide an accurate solution for customers during the first contact via phone, email, and chat. Keep customers informed about company products, services, and promotions. Demonstrate an ownership and deliver the first-class service to ensure the exceeding customer expectation to ensure company growth.
Scope
New and existing customers, who need support on their online gaming activities. Responsibility for revenue retention
and customer satisfaction.
Key Activities/ Accountabilities
Communication
Treat every customer as a friend and demonstrate respect by being fair, empathetic, and patient. Keep the promises. Read and listen to the customer’s problem carefully, then answer their question
• Handle wide range of customers and enter all customer details in an accurate and efficient manner to the relevant systems
• Provide customers accurate and relevant information about products, services and promotions based on needs
• Educate customers to use all online self-service tools
Drive improvements
Seek constantly for improvements to exceed customer’s expectation and help company to grow
• Proactive suggesting improvements to improve efficiency, productivity, quality and customer satisfaction
• Fix the root cause of the problem to protect additional customers from getting the same issue. Direct or escalate all parties to take corrective action as needed
• Work towards simplifying the existing processes to reduce effort
Performance – Quality, Customer Focus and Productivity
Be customer focused, drive productivity and quality of all your tasks to be able provide 1st class service to our customers
• Meet deliverable requirements/service level measures/specific targets, Quality and Efficiency targets
• Perform against all key Customer service goals
• Knowing individual targets and individual performance management
Self-development
Take ownership for your development. Look for opportunities to grow
• Work on individual career progression plan and manage training plan completion
• Have an overview about required development activities and participate on them as well
• Looks for feedback and development activities to improve in skills related to the current work
• Developing others - create and support opportunities for building skills to execute current and future responsibilities
Customer Experience
At anytime and anywhere perform the activities and display the behaviours that are designed to deliver a distinctive Customer Experience.
Person Profile
Essential
• Middle education degree • PC skills: Masters use of PC equipment and software (MS Office, Internet searching tool skills)
• Communication skills – verbal and written: Communicates effectively over the phone and in written transactions • Language skills: Proficiency in English • Flexibility and shift work is required
Preferred Experience and Knowledge
• An experience in the contact service environment is a preferable advantage • An online gaming experience is a plus
Required Behavioural Competencies
FUNCTIONAL COMPETENCIES
1. Empathy
2. Analytical thinking
3. Listening
4. Accuracy
5. Stress Resistance
6. Verbal Communication
FIXED COMPETENCIES
1. Delighting Customers
2. Teamwork
3. Continuous Improvement
4. Integrity
