Member Support Adviser

Location

Church, Lancashire | United Kingdom

Job description

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 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 basis, this position will be predominantly covering the 3pm to 11pm evening shift. Key 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, with Member Support Advisers expected to obtain a minimum of 30 reviews per month. Key Skills and Experience: 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 basis, this position will be predominantly covering the 3pm to 11pm evening shift. KYC experience essential. 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, prioritise 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. If you have the required skills please apply online at searchandselect.com quoting reference number: 14575

Job tags

Salary