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Product Support-Management Trainee
at Button Tech

go back to Customer Support Jobs
  • London
  • fulltime
  • ₤20000 - ₤28000 per year

Duties and Key Accountabilities:


· To carry out customer service and promote the image of the company as being the first line of communication across customer relations.


· To be the first line of customer contact (inbound and outbound) via emails and online chatting tools.


· Provide an efficient commercial approach to the customer with an outstanding capability to present promotions and brand information.


· Help customers journey through tasks such as KYC, payment processing and responsible gambling analysis.


· Accomplish targets in terms of handling time, response time, productivity and other KPI requirements.


· Provide accurate service and escalate issues to appropriate management team members or your line manager.


· Demonstrate an understanding of responsible gambling regulations and how to handle customers correctly.


· Document all customer communication provided for future reference.


· Provide answers and help with solutions to customer concerns in a professional manner.


· Demonstrate proficiency and extensive knowledge in language and grammar, products and system tools.


· Strictly follow internal department procedures and complies to company-wide policies.


· Ability to adhere to a flexible shift schedule pattern of 24/7 coverage (If required).


· Perform other smaller customer service functions that may be assigned from time to time.


Experience & Requirements:


Languages



  • Mandarin and English


Customer Service



  • Knowledge of basic technical functions and understanding clients.

  • Knowledge of effectively presenting and discussing products.

  • Convey company services to current and prospective customers in a way that communicates an image of quality, integrity and understanding of customer needs.


Gambling Experience



  • Knowledge and experience of the online gaming & gambling sector and the related poker products.


KYC, Fraud and Social Responsibility



  • Working knowledge of Know Your Customer, poker fraud based tasks, Customer Due Diligence and Social Responsibility.


Administrative



  • Experience of internal work processes such as filing, reporting, endorsing, documenting, recording, providing feedback and communicating with Senior Management.


Computer Knowledge



  • Strong ability to make use of computer technology and software to assist them with their tasks.

  • Computer multitasking i.e. note taking and database interpreting during customer communication.

  • Knowledge of call centre software, customer relationship management software and network conferencing software.


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