Customer Service Advisor

Global Draw Limited; Chadderton; On-site; GBP 24,000 - 30,000; Full time

Job summary

Une entreprise de jeux bien établie recherche des conseillers en service client pour rejoindre son équipe à Chadderton. En tant que premier point de contact pour les signalements de pannes, vous serez responsable de gérer les appels de service, d'assurer la satisfaction client et de résoudre des problèmes tout en respectant les délais et les procédures. Votre expertise dans le service client et votre capacité à travailler dans un environnement dynamique seront essentiels pour réussir dans ce rôle.

Benefits

Jours de congé payés pour des projets caritatifs

8% de contributions à la pension employeur

Accès à une plateforme de récompenses avec des réductions

Qualifications

• Connaissance des processus de support et expérience en service client par téléphone.
• Capacité à travailler de manière autonome et maintenir une attitude professionnelle.
• Intérêt pour la résolution de problèmes et capacité à expliquer des questions techniques aux clients non techniques.

Responsibilities

• Répondre aux appels des clients professionnels et gérer leurs demandes.
• Communiquer des problèmes aux équipes seniors et maintenir des relations professionnelles.
• Assurer un service client exceptionnel conforme aux KPI et SLA.

Skills

Communication

Problem Solving

Customer Service

Attention to Detail

Tools

Astea Call Management System

Microsoft Office

Test Management tools

JIRA

Test Rail

Job description

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Welcome to the world of land-based gaming. At Light & Wonder, it’s all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.

Position Summary

We are looking for advisors to join our Customer Service team based at our Chadderton site. You will be the first point of contact for fault reporting and resolution, aiming to restore service quickly. Your responsibilities include answering service calls, logging faults promptly, and communicating issues to senior team members. You will also handle customer complaints, escalate as necessary, and provide timely updates to customers.

Key Responsibilities:

1. Answer business clients' calls and log them into the Astea Call Management System.
2. Manage first-line calls through to resolution.
3. Maintain SLA agreements with clients.
4. Communicate issues and escalations to senior team members.
5. Make outgoing courtesy calls about software updates and installations.
6. Liaise with I.T. and other departments to resolve customer queries.
7. Present yourself professionally and maintain good relationships with clients and staff.
8. Provide exceptional customer service in line with KPIs and SLAs.
9. Follow set processes and procedures.
10. Collaborate with internal and external teams to troubleshoot issues with a solution-focused approach.
11. Undertake other duties as required in a developing environment.
12. Respect confidentiality and adhere to health and safety requirements.

Qualifications:

• Knowledge of support processes and practices.
• Strong communication skills and call logging experience.
• Proficiency in Microsoft Office.
• Ability to work independently.
• Experience in telephone-based customer service is advantageous.
• Ability to explain technical issues to non-technical clients.
• Interest in fault finding and problem-solving.
• Reliable, positive, and professional attitude.
• Ability to work in a fast-paced, multicultural environment and meet deadlines.
• Focus on accuracy and quality of work.
• Respect for colleagues from all disciplines.
• Experience with Test Management tools, test automation, JIRA, and Test Rail.
• Understanding of UK gaming legislation.

What we can offer?

• Shift pattern: 4 days on, 4 days off, covering 7 days a week.
• 1 paid day for charitable projects.
• 1 paid day for personal celebration.
• Half-day for health and wellbeing.
• 8% employer pension contributions.
• Access to a reward platform, including cycle-to-work scheme and discounts.