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Limassol
Our Client, a new but rapidly expanding sports betting operator with operations offices in Limassol, Cyprus is searching for an experienced and dedicated 2nd Line Customer Support Agent to join the team.
Key Responsibilities:
Provide support to CS employees in order to solve customers' queries;
To provide customer support to our VIP players in order to deliver a world-class customer service and experience;
Be in relation with providers and other departments in order to solve customers queries and issues;
Keep track of issues and blockers faced by customers and propose improvement in order to avoid these blockers and increase the overall customer experience.
Provide ongoing support, refreshment/follow-up/quality analysis to all CS Agents;
Monitor CS Agents' in liaison with localized Customer Service Manager on performances and provide feedback and recommendations for any additional training needs to management;
Monitor inbound customer contacts (mail/chat/phone/SM) and score the performance of the CS Agents using Quality tools and scorecard;
Take part in, and sometimes lead, various projects within the CS department,
Actively seek and manage ways of improving existing processes & enhancing the customer experience by reviewing survey responses and providing necessary feedback to management.
Specific Skills & Competencies required:
Proficient level in English;
Proficiency in any of the following languages would be considered an asset: French, Russian, Spanish, Portuguese or Mandarin Chinese;
Prior experience of floor support/2nd line support and quality assessment;
Excellent working knowledge of Gaming back offices and Microsoft Office Applications;
Extensive knowledge of betting and products related to sports and casino online industry;
The ability to create and deliver presentations as well as the ability to create, compose and edit written materials (manuals, training programs, etc.);
Interest in Sports and Gaming is a must;
Strong communication and interpersonal skills with the ability to interact and work with co-workers at all levels;
The ability to translate technical information into user-friendly instructions;
Good Project Management skills.
Salary: 25K to 29K EUR/Gross/Annual
Access to a modern working environment in Limassol, Cyprus for a creative and multi-cultural start-up organisation, focused on rapid expansion.
