Our client is seeking a dedicated Member Support Adviser to join their team in the Isle of Man on a permanent basis. This role involves responding to customer enquiries, complaints, and problems via live chat, email, and phone. The successful candidate will be responsible for providing timely and effective solutions, ensuring high customer service standards, and maintaining compliance with internal procedures. This position requires flexible working hours, including evenings, weekends, and bank holidays on a rota basis.
Job Duties:
- Respond to customer enquiries, complaints, and issues via live chat, email, and phone.
- Investigate and resolve problems efficiently while maintaining high customer service standards.
- Conduct thorough Know Your Customer (KYC) checks in accordance with company policies.
- Ensure all allocated daily tasks are completed by the end of each working day, escalating outstanding enquiries as necessary.
- Stay updated on product knowledge and internal procedures to provide accurate support.
- Actively encourage customer feedback through the company’s Trust Pilot platform, aiming for a minimum of 30 reviews per month.
- Maintain accurate records and documentation of customer interactions.
- Work collaboratively with other departments to improve the overall customer experience.
Job Requirements:
- Experience in KYC processes is essential.
- Previous experience with live chat support is preferred.
- Ability to manage and resolve customer concerns with a positive and professional approach.
- Experience in the gaming industry is advantageous.
- Strong interpersonal and communication skills with a confident manner.
- Ability to multitask, prioritise, and manage time effectively.
- High attention to detail and ability to work under pressure.
- Strong phone handling and active listening skills.
- Proficient in IT, with a high competency in Excel.
- Problem-solving mindset with the ability to work independently and as part of a team.
- Organised, methodical, and proactive in approach.
What You’ll Love:
Our client offers a dynamic and supportive work environment where employees are valued and encouraged to grow. This role provides an opportunity to develop customer service skills within a fast-paced industry. Employees benefit from flexible shift patterns and ongoing training to enhance their expertise in customer support and compliance.
Interested? Register today, confidentially, with one of our friendly and dedicated recruitment specialists by clicking here
