Contact Centre Representative (Junior Executive)

Job Description

A top brand Isle of Man eGaming licence holder with a rich history and excellent infrastructure is seeking a Contact Centre Representative.

You are responsible for resolving customer’s queries by livechat, email and phone (minimal). Customer service agents work closely together with the CRM, VIP and payment teams to be able to provide the best service in the fastest way possible.

Duties include:
Provide excellent support to customers via chat and email
Forward and escalate technical issues
Respond promptly to customer inquiries
Obtain and evaluate all relevant information to resolve customer complaints
Resolve more complicated/demanding issues with the team leader/trainer/manager
Be up-to-date with procedures/promotions
Work towards Team/own KPI’s
Provide accurate, valid and complete information by using the right methods/tools (FCR)
Comply with regulations at all times
Follow communication procedures, guidelines and policies
Any other ad-hoc tasks from time to time

Skills and experience required:
Must be fluent in Mandarin
Candidate must possess minimum SPM with basic computer knowledge
Experience of working in a customer service and/or contact centre environment is preferred
On-line experience in Support Role or Customer Services
Candidates must have experience within direct customer management (Customer Service or Outbound Telesales) or equivalent
Willing to work on shift rotation (5 days/week) including night shift, weekends and public holidays