Member Support Adviser

Searchandselect; Douglas; In loco; GBP 18.000 - 28.000; Tempo pieno

Descrizione del lavoro

Searchandselect seeks a Member Support Adviser to join the team in delivering first-class customer support across live chat, email and phone. You will investigate issues, maintain high service standards, and work with other areas to stay up-to-date on product knowledge.

You will follow internal procedures, resolve enquiries promptly, and contribute to customer satisfaction through proactive problem solving and reviews on Trust Pilot.

Competenze

• KYC experience advantageous.
• Live Chat experience preferred.
• Ability to turn a negative customer experience into a positive conversation.

Mansioni

• Respond to customer problems, enquiries and complaints via live chat, email and phone.
• Investigate enquiries and problems to full resolution.
• Maintain high customer service standards and follow internal procedures.
• Identify customer needs and provide solutions or alternatives.
• Request customer reviews on performance via Trust Pilot platform.

Conoscenze

KYC experience

Live Chat

Customer service

Phone support

Interpersonal skills

Excel

Multitasking

Strumenti

CRM

MS Office

Descrizione del lavoro

Our client seeks a Member Support Adviser to join their team

Role Profile: To work alongside other team members responding to customer problems, enquiries and complaints via live chat, email, and phone. Handle problems, enquiries & complaints, provide appropriate solutions and alternatives within the time limits and to a full resolution. Investigate fully all enquiries, complaints, and problems before resolution. Ensure high customer service standards are maintained. Work with other areas to stay updated on product knowledge. To ensure that internal procedures are followed when dealing all problems, enquiries, and complaints both internal and external. Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives.

Responsibilities

• To ensure all allocated daily tasks are completed in full by the end of each working day. Any outstanding enquires must be referred to your Team Leader.


• To ensure you follow internal practices when dealing with customer enquiries.


• Handle problems, enquiries & complaints, provide appropriate solutions and alternatives within the time limits and to a full resolution.


• Ensure high customer service standards are maintained.


• Investigate fully all enquiries, complaints, and problems before resolution.


• Deliver a high standard of KYC checks in accordance with the company policies & procedures.


• Work with other areas to stay updated on product knowledge.


• To ensure that internal procedures are followed when dealing all problems, enquiries, and complaints both internal and external.


• Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives.


• Actively request customer reviews on personal performance via the company Trust Pilot Platform.

Must be prepared to work flexible hours, including evenings, weekends, and bank holidays on a rota basis with other members of the team, this is an essential requirement of the role, Shifts range from 08.00am to 23.00pm on a 7 hours per day basis.

Key Skills and Experience

• KYC experience advantageous.


• Live Chat experience preferred.


• The ability to turn around a negative customer experience into a positive conversation.


• Gaming industry experience a desirable advantage.


• Previous office experience.


• Good interpersonal skills.


• Confident manner.


• Ability to multi-task, prioritize and manage time effectively.


• Great attention to detail.


• Works well under pressure.


• Strong phone contact handling skills and active listening.


• Good IT competencies, computer literate with high competency in Excel.


• Open and responsive problem-solving skills.


• Able to work on own initiative, be proactive and motivate others when necessary.


• Methodical and well organised.


• The ability to work as part of a team with the confidence to work independently.

Quote job ref: 16863