Customer Care Agent

Lindar; St Albans; Remote; GBP 23,000 - 25,000; Full time

Job summary

A leading online casino is seeking Customer Experience Executives to provide exceptional service to our users. You'll be key in ensuring customer satisfaction, addressing queries efficiently, and contributing to a safe and enjoyable gaming experience. We foster a diverse and inclusive workplace, offering significant benefits, training, and support to enhance your career.

Benefits

Competitive salary package

Additional leave days

Birthday leave

Generous parental leave

International health and life insurance

Wellness incentives

Growth allowance

Flexible working environment

Qualifications

• Minimum of 6 months experience in a high volume service environment.
• Understanding of customer service industry standards.
• Experience with Zendesk or Gnatta preferred.

Responsibilities

• Handle live chat queries regarding deposits, withdrawals, and gaming.
• Identify trends in customer contact to escalate issues.
• Support potentially vulnerable customers.

Skills

Attention to detail

Customer service

Problem solving

iGaming knowledge

Zendesk experience

Job description

Mr Who?

MrQ - we're an awesome, award winning online casino launched in 2018. We're big on tech, big on performance and most of all - big on fun. Over the years, we have experienced explosive growth - which means we need more rock stars to join our quest for total world domination.

The fourth emergency service, our Customer Experience Executives are the voice of our customers and integral to the ongoing success of MrQ. With the ability to deliver a tailored service, anticipating the customer needs whilst providing vital feedback to MrQ’s core teams to continuously improve and develop our award winning product.

A proactive, customer advocate you will be able to review the customer from a 360 perspective using our services to go the extra mile and make their experience.

What You Will Do

• Handling live chat queries from our customers about a range of queries including deposits, withdrawals, gaming and safer gambling.
• Highlighting trends in contact to Senior Executives and Managers which may support early identification of issues.
• An experienced problem solver, thinking outside of the box to support in resolving the customers query at lightning speed.
• Identifying potentially vulnerable customers and ensuring they are given the right support they need as early as possible.
• Keeping our site safe and secure by ensuring you adhere to our policies and procedures, full training will be provided.
• Understanding and listening to customer complaints, attempting to resolve these at the first point or escalating correctly where necessary.
  

What We're Looking For

• Zendesk or Gnatta experience, so you can hit the ground running.
• A keen attention to detail and know what 5* quality looks like.
• A minimum of 6 months experience working in a high volume service environment.
• A great understanding of the customer service industry and what it takes to be best in class.
• Previous experience in iGaming would be great, but not essential as you’ll get top class training.
  

What We Offer

At MrQ, we take pride in providing an array of fantastic benefits to our valued team members. Enjoy a competitive salary package that recognizes your hard work and dedication. Need some extra time off? We've got you covered with additional leave days, and we believe in celebrating life's special moments, including your birthday, with dedicated birthday leave. Family matters to us, too, which is why we offer a generous four-week parental leave. Your well-being is our priority, supported by international health and life insurance. Stay motivated with wellness incentives and seize opportunities for personal and professional growth with our growth allowance. Embrace a flexible working environment that caters to your needs, and join our friendly and multinational team, where collaboration and camaraderie flourish. At MrQ, we're committed to ensuring that your experience with us goes beyond just a job – it's a fulfilling journey with a supportive community.

We are committed to fostering a workplace that values and celebrates diversity. We welcome individuals of all backgrounds and experiences, and we believe that a diverse and inclusive environment leads to innovation and success. We actively promote equal opportunities for all employees and strive to create a space where everyone's voices are heard and respected. Join us in our journey to build a truly inclusive workplace where every person can thrive and contribute to our collective success.

This position operates on a rotational schedule of 4 days on followed by 2 days off, including evening shifts and weekend work as part of the regular rotation.

This can be a fully remote job from EMEA time zone.

The salary range offered is £23K-25K.

To help our recruitment team work efficiently, please apply to the role that best matches your skills and experience. Our team will consider you for other similar roles as well!