Customer Service Advisor

Light & Wonder; Oldham; On-site; GBP 22,000 - 28,000; Full time

Job summary

Ein etabliertes Unternehmen im Bereich Gaming sucht einen engagierten Customer Service Advisor, der als erste Anlaufstelle für Kundenanfragen agiert. In dieser spannenden Rolle sind Sie für die Annahme und Protokollierung von Anrufen sowie die Lösung von Problemen verantwortlich. Sie arbeiten in einem dynamischen Team und profitieren von einem flexiblen Schichtsystem, das Ihnen eine ausgewogene Work-Life-Balance ermöglicht. Das Unternehmen bietet ein unterstützendes Umfeld mit zahlreichen Vorteilen, darunter Urlaubstage, Rentenbeiträge und besondere Anreize für Mitarbeitende. Wenn Sie eine Leidenschaft für Kundenservice und Problemlösungen haben, ist dies die perfekte Gelegenheit für Sie.

Benefits

20.5 Tage Urlaub plus Feiertage

Zahlungen für wohltätige Arbeit

Hälfte eines Tages für Gesundheit und Wohlbefinden

8% Arbeitgeberbeiträge zur Rente

Mitarbeiterunterstützungsprogramm (EAP)

Qualifications

• Starke Kommunikationsfähigkeiten und Erfahrung im Anrufprotokoll.
• Zuverlässige und positive Einstellung in einem multikulturellen Umfeld.

Responsibilities

• Erster Ansprechpartner für Störungsmeldungen und -lösungen.
• Annahme von Anrufen und Protokollierung im Astea-System.

Skills

Kommunikationsfähigkeiten

Fehlerbehebung

Kundendienst-Erfahrung

Microsoft Office

Education

Keine spezifische Ausbildung erforderlich

Tools

Astea Call Management System

JIRA

Test Rail

Job description

Join to apply for the Customer Service Advisor role at Light & Wonder

1 week ago Be among the first 25 applicants

Join to apply for the Customer Service Advisor role at Light & Wonder

Gaming

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 act as the first point of contact for fault reporting and fault resolution to restore service as quickly as possible. Your responsibilities include answering service calls, logging faults into the database promptly, and communicating issues to senior team members. You will also handle customer complaints escalation and ensure timely updates to customers.

Following full training, working Monday to Friday (35 hours/week), the shift pattern will be: 4 days on, 4 days off, with working hours from 07:30 to 22:30 Monday to Saturday and 09:00 to 22:00 on Sundays.

Key Responsibilities

1. Answering business clients’ calls and logging them onto the Astea Call Management System
2. Managing first-line calls through to resolution
3. Maintaining SLA agreements with clients
4. Communicating issues and escalations to senior team members
5. Making outgoing courtesy calls for software updates and installations
6. Collaborating with I.T. and other departments to resolve customer queries
7. Maintaining professionalism and building good relationships with clients and colleagues
8. Providing and responding to requests professionally, meeting KPIs and SLAs
9. Following set processes and procedures
10. Troubleshooting with a solution-oriented approach
11. Undertaking other duties as required in a developing environment
12. Respecting confidentiality and adhering to health and safety standards

Qualifications

Essential:

• Knowledge of support processes and practices
• Strong communication skills and call logging experience
• Proficiency in Microsoft Office
• Ability to work independently
• Customer service experience by phone (advantageous)
• Ability to explain technical issues clearly
• Interest in fault finding and problem solving
• Reliable, positive attitude
• Ability to work in a fast-paced, multicultural environment
• Ability to meet deadlines and ensure quality work
• Respectful and collaborative attitude

Desirable:

• Experience with Test Management tools
• Knowledge of test automation, JIRA, and Test Rail
• Understanding of UK gaming regulations

What We Offer

• 20.5 days holiday plus bank holidays
• Shift pattern: 4 days on, 4 days off, covering 7 days a week
• Paid leave for charitable work and personal celebrations
• Half-day for health and wellbeing
• 8% employer pension contributions
• Discounts and cashback via our reward platform
• Employee Assistance Programme (EAP)

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Customer Service
• Industry: Administrative and Support Services