To handle customer communication on behalf of the client, researching and resolving customer issues, using available tools and interdepartmental support. Problem solving, administering the customer’s account.
Essential Job Functions / Main Duties & Responsibilities:
Answer and support customer facing communication in required languages, and translate emails, website information and any other matter as requested
Research solutions to customer issues
Interact with various department to resolve customer issues
Use available tools and information resources to resolve problems
Use a comprehensive knowledge of the website and the back office systems to investigate and resolve issues
Escalate unresolved problems in accordance with establish policy procedures and protocols
Administer client account management including updating notes in accounts
Research transaction discrepancies and take appropriate action
Monitoring of customer activity, including assisting in the identification of fraudulent activity or abuse
Amending / adjusting transactions in customer accounts when necessary or instructed
Maintain professionalism and adhere to company standards during all interactions
Assistance with special Customer Services projects
Perform and support other duties as assigned
Skills & Qualifications:
Ability to think critically and draw from experience to make decisions
Computer literacy
Care in dealing with sensitive information
Ability to understand both written and oral instructions in English
Ability to write, read and speak in the required languages
Ability to deal with ambiguity and identify customer’s needs
The ability to organize and manage multiple priorities
Ability to independently research solutions and solve problems
Strong customer orientation
Excellent interpersonal and communication skills
Performance driven and a strong team player
Fluent and advanced skills both oral and in specialized languages would be an asset
Flexible and has the ability to quickly adjust to frequent process and information changes
Knowledge & Experience:
Minimum of 3 years in a position with relevant experience would be an asset
Knowledge of Sportsbook industry would be an asset
Basic office skills including knowledge of Microsoft Word and Excel
