Member Support Adviser

You will be joining a growing, successful E-gaming company. The position offers the opportunity to be part of the company’s growth story and an enjoyable environment.

JOB PURPOSE

  • To work alongside other team members responding to customer problems, enquiries and complaints via live chat, email, and phone. 

  • Handle problems, enquiries & complaints, provide appropriate solutions and alternatives within the time limits and to a full resolution.  Investigate fully all enquiries, complaints, and problems before resolution

  • Ensure high customer service standards are maintained

  • Work with other areas to stay updated on product knowledge

  • To ensure that internal procedures are followed when dealing all problems, enquiries, and complaints both internal and external

  • Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives

RESPONSIBILITIES

  • To ensure all allocated daily tasks are completed in full by the end of each working day. Any outstanding enquires must be referred to your Team Leader.

  • To ensure you follow internal practices when dealing with customer enquiries.

  • Handle problems, enquiries & complaints, provide appropriate solutions and alternatives within the time limits and to a full resolution

  • Ensure high customer service standards are maintained

  • Investigate fully all enquiries, complaints, and problems before resolution

  • Deliver a high standard of KYC checks in accordance with the company policies & procedures. 

  • Work with other areas to stay updated on product knowledge

  • To ensure that internal procedures are followed when dealing all problems, enquiries, and complaints both internal and external

  • Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.

  • Actively request customer reviews on personal performance via the company Trust Pilot Platform, with Member Support Advisers expected to obtain a minimum of 80 reviews per month.


    PREFERRED EXPERIENCE AND ESSENTIAL QUALITIES

    • Must be prepared to work flexible hours, including evenings, weekends, and bank holidays on a rota basis with other members of the team, this is an essential requirement of the role, Shifts range from 08.00am to 23.00pm on a 7 hours per day basis.

    • KYC experience advantageous

    • Live Chat experience preferred

    • The ability to turn around a negative customer experience into a positive conversation

    • Gaming industry experience a desirable advantage

    • Previous office experience

    • Good interpersonal skills

    • Confident manner

    • Ability to multi-task, prioritize and manage time effectively

    • Great attention to detail

    • Works well under pressure

    • Strong phone contact handling skills and active listening

    • Good IT competencies, computer literate with high competency in Excel

    • Open and responsive problem-solving skills

    • Able to work on own initiative, be proactive and motivate others when necessary

    • Methodical and well organised

    • The ability to work as part of a team with the confidence to work independently   



    To apply for this exciting role please send your covering letter and CV to HR[at]annexio.com

 
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