This role is a 6-month fixed-term contract that involves working on a shift rota between 08:00 and 23:00, for 7 hours a day. The successful candidate will be responsible for responding to customer problems, enquiries, and complaints via live chat, email, and phone. The individual will need to possess KYC experience and ideally some experience in live chat support. Maintaining high customer service standards is crucial, and the role requires effective communication with other areas to ensure up-to-date product knowledge. The candidate will handle customer interactions with the objective of providing appropriate solutions and alternatives while adhering to internal procedures. Candidates should be prepared to work flexibly, including evenings, weekends, and bank holidays.
Job Duties:
- Respond to customer problems, enquiries, and complaints via live chat, email, and phone.
- Provide appropriate solutions and alternatives within time limits until full resolution is achieved.
- Investigate fully all enquiries and complaints before providing resolutions.
- Maintain high customer service standards at all times.
- Complete all allocated daily tasks by the end of each working day, referring any outstanding queries to the Team Leader.
- Deliver a high standard of KYC checks in accordance with the company’s policies and procedures.
- Actively request customer reviews on personal performance via the Trust Pilot platform, aiming to obtain a minimum of 80 reviews per month.
Job Requirements:
- Must be prepared to work flexible hours, including evenings, weekends, and bank holidays.
- Essential experience in KYC processes.
- 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 is beneficial.
- Strong interpersonal skills, with a confident manner.
- Ability to multi-task, prioritise, and manage time effectively.
- Excellent attention to detail and ability to work well under pressure.
- Strong phone contact handling skills and active listening abilities.
- Competent in IT, with high proficiency in Excel.
- Open and responsive problem-solving skills.
- Capable of working independently while being proactive and motivating others as necessary.
- Methodical and well-organised teamwork abilities.
What You’ll Love:
This role offers the opportunity to play a vital part in providing exceptional customer support and enhancing customer experiences within a dynamic environment. The organisation encourages professional development and allows the individual to develop skills in customer service and regulatory compliance while contributing to a collaborative team atmosphere. There are ample opportunities for training and career progression, ensuring that employees are supported in their professional growth.
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