Customer Experience Representative

Ready to transform gaming experiences? Join FourFifty Services Limited as a Customer Experience Representative! 🎮 What You'll Do: • Provide top-notch assistance across channels. • Resolve inquiries with finesse and empathy. • Champion responsible gaming practices.

Job Purpose

The Customer Experience Associate plays a crucial role in ensuring an exceptional level of service and satisfaction for customers. The role is responsible for fostering positive interactions, addressing customer inquiries and concerns, and promoting responsible gaming practices to enhance the overall gaming experience.

Key Responsibilities:

• Engage with customers via various communication channels such as phone, email, live chat, or social media to provide prompt and personalized assistance.
• Respond to customer inquiries, concerns, and complaints in a friendly, empathetic, and professional manner, striving to resolve issues effectively and efficiently.
• Provide accurate and timely information about products, services, promotions, and responsible gambling practices to customers.
• Assist customers in navigating the gambling platform, troubleshooting technical issues, and guiding them through step-by-step solutions.
• Collaborate with internal teams such as fraud prevention, marketing, and compliance to ensure compliance with regulatory requirements and company policies.
• Stay informed about industry trends, updates, and best practices to provide informed assistance and support to customers.
• Document customer interactions, feedback, and resolutions accurately and thoroughly in the company's CRM system.
• Participate in training programs and workshops to enhance product knowledge, customer service skills, and understanding of responsible gambling principles.
• Ensuring adherence to established Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Educating customers on responsible gambling measures and available tools, including setting deposit limits, self-exclusion options, and utilizing reality checks.
• Proactively monitoring customer interactions to identify signs of potential at-risk behaviour, such as excessive spending or notable changes in gambling habits.
• Strictly adhering to departmental regulatory guidelines and standards to maintain compliance with industry regulations and policies.

Experience & Qualifications

• High School Certificate or equivalent; bachelor's degree in a related field is a plus.
• Previous experience in customer service, preferably in the gaming industry.
• Familiarity with online gambling platforms, products, and services.
• Strong communication skills, both verbal and written, with proficiency in multiple communication channels.
• Excellent interpersonal skills and ability to interact effectively with diverse customer demographics.
• Problem-solving skills and ability to handle customer inquiries and complaints with patience, empathy, and professionalism.
• Experience in using customer relationship management (CRM) systems and other relevant software applications.
• Knowledge of responsible gambling principles and regulatory requirements is desirable.

Competencies, Qualities & Attributes

• Customer-centric mindset with a passion for delivering exceptional service and support.
• Adaptability and resilience to work in a fast-paced and dynamic environment.
• Team player with the ability to collaborate effectively with cross-functional teams.
• Attention to detail and accuracy in handling customer information and transactions.
• Empathy and sensitivity to customer needs and concerns, particularly regarding responsible gambling practices.
• Proactive and self-motivated with a commitment to continuous learning and improvement.
• Ethical conduct and integrity in handling sensitive customer information and adhering to company policies and regulatory requirements.