Member Support Adviser

Our client is seeking a Member Support Adviser to join their team on a permanent basis, located in the Isle of Man within the Member Support department. The successful candidate will be responsible for responding to customer problems, enquiries, and complaints via live chat, email, and phone. They will handle issues by providing appropriate solutions and alternatives within set timeframes to ensure timely resolution. The role requires thorough investigation of all enquiries and complaints, with high standards of customer service being paramount. It is essential that the successful applicant works in collaboration with other departments to maintain a strong knowledge of products. All internal procedures must be adhered to while addressing customer needs. This role also demands the ability to actively seek customer feedback through the company’s Trust Pilot platform.

Job Duties:

• Ensure all allocated daily tasks are completed by the end of each working day.
• Refer any outstanding enquiries to the Team Leader for follow-up.
• Maintain high customer service standards while handling problems, enquiries, and complaints.
• Conduct thorough investigations of all enquiries and complaints before resolution.
• Deliver high standards of Know Your Customer (KYC) checks in accordance with company policies.
• Stay updated on product knowledge by collaborating with other areas.
• Identify customer needs, clarify information, and provide solutions or alternatives.
• Actively request and collect customer reviews, aiming for a minimum of 80 reviews monthly.

Job Requirements:

• Prepared to work flexible hours, including evenings, weekends, and bank holidays as part of a rota.
• Essential KYC experience.
• Preferred experience in live chat support.
• Ability to turn a negative customer experience into a positive interaction.
• Desirable experience in the gaming industry.
• Previous office experience and strong interpersonal skills.
• Confident communication manner.
• Ability to multi-task, prioritise, and manage time effectively.
• Excellent attention to detail and ability to work under pressure.
• Strong phone handling skills and active listening.
• Good IT competencies, particularly high proficiency in Excel.
• Open and responsive problem-solving skills.
• Ability to work independently and as part of a team while being proactive and motivating others when necessary.
• Methodical and well-organised.

What You’ll Love:

​​​​​​​This role offers the opportunity to contribute significantly to enhancing customer experiences. You will be part of a collaborative environment that values ongoing professional development and team engagement. Moreover, you will have the chance to hone your skills in customer support while addressing diverse enquiries and complaints, making a tangible impact on the overall customer satisfaction. The organisation prioritises a positive working atmosphere and is committed to supporting your career progression.

Interested? Register today, confidentially, with one of our friendly and dedicated recruitment specialists by clicking here