The CSR should be able to deal competently with all aspects of German language customer service in a professional manner through Chat, Email, Text2Email and Call-backs ensuring a professional company image through customer interaction
- Deal with up to four chats at a time when the business demands, reaching expectations for chats, e-mails and telephone calls – as set out by the management team
- Be able to prioritise work ensuring that chats are dealt with within a reasonable period of time
- Be able to work off own initiative to allocate e mails to oneself and action as required rather than being delegated.
- Help look after TrustPilot and other review sites providing responses and reporting issues to the review site provider
- Be able to communicate problems with the site and/or players to the Management Team
- Be flexible in the rota changing shifts where possible to respond to the needs of the business.
- Regularly score 90% or above in the knowledge tests.
- Deal with Daily Allocated Tasks
- Ability to complete all competency skills as set out with Customer Service Team requirements
- Adherence to the Code of Conduct
- CSR or similar experience within a customer service environment
- Professional verbal and written communication skills.
- Excellent Brand Knowledge
- Excellent timekeeping skills
- First class attendance record
- Ability to follow the department escalation procedure
- Knowledge of sports and Casino betting
- Great communication skills across all levels of the Business
- Ability to understand and to identify Responsible Gaming issues
- Ability to complete all competency skills as set out with Contact Centre – “New Starters and Levels expectations” document within Confluence
- Hours initially be 13:00 to 22:00 with an hour for lunch
- There will be a requirement to work extra hours during busy events.
- Flexibility to change shifts at short notice as required by the business
