Customer Support Agent

The National Lottery; Dublin; Hybrid; EUR 28,000 - 36,000; Full time

Benefits offered by this job

Hybrid working model

Full range of leave entitlements

Career Breaks and Secondments

Discounted gym membership

Eyesite tests

Flu Vaccinations

Paid sick benefit

Wellbeing initiatives

Competitive salary

Defined contribution pension

Income protection 1:1 financial advice

24/7 learning resources access

In-House Training Programme

Go1 Learning Content

Irish Management Institute

The Executive Institute

Job summary

The National Lottery in Dublin is seeking a Customer Support Agent to be the voice and image of the brand, handling customer inquiries from retailers and players. The role is hybrid and based in Dublin City Centre with shift patterns between 8am and 9pm, including public holidays.

You will diagnose issues, provide technical support, work with internal and external stakeholders, and strive to deliver excellent service while adhering to regulatory and compliance requirements.

Qualifications

• Customer Service focused candidates with previous experience in a Customer Support environment.
• A desire to learn, develop and progress in a career.
• Excellent communication both written and verbal.
• High attention to detail, with an emphasis on compliance.
• Inquisitive nature, with an ability to find the root cause of customer issues and queries.
• Experience of Zendesk CRM systems would be advantageous.

Responsibilities

• Customer Support queries via phone and online channels from retail agents, online players, and retail players.
• Provide technical support to Retail agents and online players.
• Diagnose customer issues by asking probing questions.
• Work with internal and external customers to resolve issues with a high level of customer service and excellence.
• Work with your Team Lead to highlight any issues/trends causing our customers unnecessary challenges.
• Quickly develop hands-on our bespoke systems and gain IT knowledge to support customers.
• Work collaboratively across your team as well as across the global business (IT Support, Digital, Operations).
• Exceeding KPI/SLA's on a continuous and daily basis.
• Integrating regulatory constraints into work practices to ensure compliance is maintained
• Any other duties that may be assigned from time to time

Skills

Customer service

Communication skills

Attention to detail

Problem solving

Team player

Tools

Zendesk CRM

Job description

About The Role

As one of our Customer Support Agents you will be the voice and image of the National Lottery. You will need to have the ability to work with internal as well as external stakeholders who are experiencing technical issues with either their equipment in their stores or with Irish Lottery players, who are having issues with their account or games.

About The Role

As one of our Customer Support Agents you will be the voice and image of the National Lottery. You will need to have the ability to work with internal as well as external stakeholders who are experiencing technical issues with either their equipment in their stores or with Irish Lottery players, who are having issues with their account or games. This a hybrid role is based right in Dublin City Centre, this role will involve shift work and our opening hours are 8am-9pm Monday to Sundays including Public Holidays.

What You Will Do

• Customer Support queries via phone and online channels from retail agents, online players, and retail players.
• Provide technical support to Retail agents and online players.
• Diagnose customer issues by asking probing questions.
• Work with internal and external customers to resolve issues with a high level of customer service and excellence.
• Work with your Team Lead to highlight any issues/trends causing our customers unnecessary challenges.
• Quickly develop hands-on our bespoke systems and gain IT knowledge to support customers.
• Work collaboratively across your team as well as across the global business (IT Support, Digital, Operations).
• Exceeding KPI/SLA's on a continuous and daily basis.
• Integrating regulatory constraints into work practices to ensure compliance is maintained
• Any other duties that may be assigned from time to time

What We Are Looking For

• Customer Service focused candidates with previous experience in a Customer Support environment.
• A desire to learn, develop and progress in a career.
• Excellent communication both written and verbal.
• High attention to detail, with an emphasis on compliance.
• Inquisitive nature, with an ability to find the root cause of customer issues and queries.
• Experience of Zendesk CRM systems would be advantageous.
• Being a team player with the ability to work on your own initiative.

Why you will love working here

• Work-life balance: Hybrid working model, Full range of leave entitlements, Career Breaks and Secondments
• Physical Wellbeing: Discounted gym membership, Eyesite tests, Flu Vaccinations, Paid sick benefit, wellbeing initiatives
• Financial Wellbeing: Competitive salary, Defined contribution pension, Income protection 1:1 financial advice.
• Learning & Development: We promote a culture where you can continuously develop on a personal and professional basis. These include access to 24/7 resources such as: In-House Training Programme, Go1 Learning Content, Irish Management Institute, The Executive Institute