Multi-Skilled Customer Service Advisor (Swedish... Customer Experience · Sunderland, UK ·

Tombola; Sunderland; On-site; GBP 20,000 - 30,000; Full time

Job summary

An established industry player is seeking enthusiastic individuals to join their Customer Experience team. In this engaging role, you will be the face of the community, providing exceptional support and fostering a fun atmosphere. You will manage customer inquiries, promote games, and ensure a safe and enjoyable experience for all players. Your ability to multitask and communicate effectively will be key to your success. This role offers a unique opportunity to contribute to a vibrant community while developing your skills in a supportive environment. If you are passionate about customer service and enjoy engaging with people, this is the perfect opportunity for you.

Qualifications

• Ability to manage multiple tasks and proactively manage workload.
• Excellent communicator with great people skills.

Responsibilities

• Provide exceptional support to players via customer service queries.
• Develop expert-level knowledge of the tombola websites and games.

Skills

Multitasking

Customer Service Skills

Communication

Problem Solving

Self-Motivation

Team Player

Tools

Excel

Word

PowerPoint

Job description

Our Customer Experience (CX) teams are full of ambition and enthusiasm. Our player community is at the heart of everything we do, and creating long term fun is our number one goal. We continuously strive to be the best at what we do – providing safe and exciting experiences for players which never get in the way of fun.

We pride ourselves on our community of players, and our CX teams are at the forefront of creating a friendly and supportive atmosphere on site, 24 hours a day. Whether you’re hosting the tombola party in our chat rooms, discussing safer gambling support within our Safeplay team, or helping with a customer service query, our CX department are on the front line, building the community that makes us stand out.

Role purpose

Customer Experience is fundamental to tombola’s success – the emphasis on Customer Experience is at the core of everything we do and helps differentiate us from our competitors.

‘Player First – always’ is one of our key values and providing an Awesome Customer Experience is a key business objective.

In our chat rooms, you’re right at the centre of the tombola community, with the potential to turn our player experiences from good to great. You’ll mingle from room to room chatting with our players on a broad range of topics, welcoming new players to the community, and generally keep the party going, sometimes with a little bonus quiz or game. As a key frontline colleague, you’ll also provide advice and guidance to players on new games or changes to the site, and signpost to our Customer Service or Safeplay teams when needed.

Key Responsibilities

• Provide exceptional support to our players either via inbound customer service queries or hosting our game chat rooms full of our players, discussing topical content and promoting quizzes to drive engagement.

• Develop an expert-level knowledge of the tombola websites, promotions and games.

• Be part of our Daily Task Rota (which includes activities such as: verifications, winner processing, escalations, referrals, failed transactions, Social Media interactions and support)

• Chat to our customers and respond to queries within the appropriate response times, ensuring you are committed to meet KPI’s, quality standards and core values.

• Respond promptly and efficiently to players indicating any concerns or risk.

• Commitment to our Values.

• Maintain responsibility for identifying safer gambling triggers and ensure it is dealt with in line with company processes.

• Be the face and voice of social campaigns.

• Contribute to the ongoing development and improvement of the customer experience.
• The above list of job duties is not exclusive or exhaustive and the role holder will be required to undertake such tasks as may reasonably be expected within the scope and expectations of the role.

Skills/Experience

• The ability to manage multiple tasks simultaneously and proactively manage your own workload.

• Self-motivation, be a team player who is diligent in their approach.

• Excellent communicator with great people skills. You should be able to convey information clearly and concisely, using proper grammar and language.

• You should be capable of identifying and resolving issues or inquiries efficiently. They may need to troubleshoot problems or find solutions to user concerns.

• Experience of working in an environment which requires the ability to multitask.

• Exceptional Customer Service Skills with the passion to provide first point resolution with each player interaction.

• Take charge of your own development by encouraging feedback and further training where needed.

• Confident in using excel, word and PowerPoint.

At tombola we know that our differences make us stronger and that thinking differently is key to long term success. We work hard to create a culture of inclusivity where everyone can celebrate our Free to be me value. We are committed to creating opportunities for everyone here at tombola, we welcome applications from all backgrounds and encourage individuals to apply, even if you don’t meet every requirement.