Contract Customer service representative
Job Description
Successful Customer Service Representatives (CSR) are those that are hard working, creative and energetic. A strong CSR has the ability to multi-task and works well in a team environment.
Responsibilities:
Handles incoming calls in a mature and professional manner.
o Answers and identifies customer needs.
o Resolves customer concerns.
o Phones logged in and available at all times during duration of shift, excluding scheduled breaks.
Responds in a timely manner to email inquiries according to internal procedures and policies. Addresses opportunities for potential sales. Liaises and builds relationships with other departments to assist with customer inquiries Identifies clients with specific needs and forwards their concerns to the appropriate department resource Escalates complex or difficult queries to the leadership team Meets company performance standards on productivity, quality and attendance Continues to acquire knowledge about the company and the gaming industry Performs miscellaneous duties as assigned:
o Kitchen Duty, Site Check , Office Administration
Maintains organization and cleanliness at the work station and in the working area.
Requirements:
Good verbal and written communication skills
Good listening and comprehension skills
Flexible, good attitude and dependable
Good organization and multi-tasking skills combined with an exceptional work ethic
Ability to demonstrate initiative in problem solving and detail orientation * Capable of working independently or as part of a team
Phone review score is within 2% or better than the Call Centre average (over a minimum of four consecutive review periods)
Above average knowledge of policies, procedures and wagering
Is able to clearly communicate client concerns to supervisors before transferring a call
Must have a flexible schedule
Ability to adapt to change and evolve with a rapidly growing company
Ability to establish and maintain effective relationships with customers as well as fellow employees
Ability in Microsoft Office (Word, Excel and Outlook)
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