Customer Care Agent

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

Job summary

An award-winning online casino is seeking dedicated Customer Experience Executives to join their team. This role involves being the voice of the customers, providing tailored service and valuable feedback to enhance product offerings. You will handle live chat queries, identify trends for early issue detection, and ensure customer satisfaction by resolving issues promptly. The company offers a competitive salary, flexible remote working options, and a supportive environment that values diversity and inclusion. If you're passionate about delivering exceptional customer service, this opportunity is perfect for you!

Benefits

Additional leave days

Birthday leave

Parental leave

International health insurance

Life insurance

Wellness incentives

Growth opportunities

Flexible working environment

Qualifications

• 6+ months experience in a high-volume service environment.
• Strong commitment to providing 5-star quality service.

Responsibilities

• Handle live chat queries related to deposits and withdrawals.
• Identify trends in customer contact for early issue detection.
• Resolve customer problems swiftly and creatively.

Skills

Zendesk

Gnatta

Customer Service

Attention to Detail

Job description

MrQ?

MrQ is an award-winning online casino launched in 2018. We focus on technology, performance, and fun. Due to our explosive growth, we are looking for dedicated Customer Experience Executives to join our team.

Role Overview

As a Customer Experience Executive, you will be the voice of our customers, providing tailored service and valuable feedback to improve our products. You will review customer interactions from a 360-degree perspective, going the extra mile to enhance their experience.

Responsibilities

1. Handle live chat queries related to deposits, withdrawals, gaming, and safer gambling.
2. Identify trends in customer contact to support early issue detection.
3. Resolve customer problems swiftly and creatively.
4. Identify vulnerable customers and provide appropriate support early.
5. Ensure site safety and security by adhering to policies and procedures, with full training provided.
6. Listen to and attempt to resolve customer complaints at first contact or escalate when necessary.

Requirements

• Experience with Zendesk or Gnatta to ensure quick adaptation.
• Strong attention to detail and commitment to 5-star quality service.
• At least 6 months experience in a high-volume service environment.
• Good understanding of customer service standards; experience in iGaming is a plus but not essential.

What We Offer

We provide competitive salary (£23K-25K), additional leave days, birthday leave, parental leave, international health and life insurance, wellness incentives, growth opportunities, and a flexible, remote-friendly working environment. Join our diverse, friendly team and enjoy a fulfilling career with us.

We value diversity and inclusion, welcoming individuals from all backgrounds. We promote equal opportunities and a respectful workplace.

Work Schedule

This role operates on a rotational schedule of 4 days on, 2 days off, including evenings and weekends. It is fully remote within the EMEA time zone.