Customer Service Representative

Experience: 4+ years as a customer service in outbound process (Must

have been a minimum of 1 year for “first resolution” ticket

handling and not just for surveys, campaigns questionnaires)

Mandates: Excellent English Communication written & verbal (Candidates

with MTI will be screen rejected)

Good to have: knowledge in _Gambling_ Industry

Location: Pan India (Preferred Kolkata)

Notice period: Immediate to 15 days

Mode: Permanent Full Time ( Rotational Shift )

Responsibilities:
• To provide Customers with a professional service via omni-channel

(chat/email) options to a high standard of ownership and resolution
• Requirement to have knowledge and worked on omni-channel-

Chat,Telephone,Email,SMS
• To resolve all Customer queries professionally in line with agreed

KPI’s, ensuring that any escalations are raised promptly to maintain

Customer satisfaction.
• Carry out administration duties as and when required i.e. logging

retail deposit and withdrawal calls, Customer complaints and

self-exclusions.
• Ensure that Customer account adjustments are dealt with accurately

and within SLA
• Be conversant with Standard operating Procedures, Bonuses and

Promotional campaigns
• Work on outbound campaigns; new account welcome, lapsed player

reactivation etc as required
• Understand fully and comply with the key objectives of the Gambling

Commission and Gibraltar Regulatory Authority.

To be fully aware of your responsibilities regarding Social

Compliance and Licence Conditions Codes of Practice.
• Any other duties requested by your Line Manager in relation to your

role.

Experience & Skills:
• Previous experience on the use of Ticket platforms for CS

management-Zendesk, or one of these others Freshdesk, Sales force
• Experience in dealing with customers at all levels essential.
• Ability to build and maintain good working relationships essential.
• Committed to improving levels of Customer service essential.
• Analytical approach to problem solving essential.
• Competent computer skills including MS Outlook, Word and Excel

essential.
• Ability to resolve support issues to final resolution and to a

significantly high standard
• Experience of omni-channel such as Live Chat, SMS, Imessage, Email
• Previous experience and understanding of customer ticketing systems

for customer comms
• Good understanding and handling of customers in the UK &

International markets