Our client is seeking a proactive Member Support Adviser to join their dedicated team. This full-time role involves responding to customer problems, enquiries, and complaints through live chat, email, and phone. You will be fundamental in ensuring high customer service standards are met while working collaboratively with various internal teams to stay informed about product knowledge and internal procedures. The position requires flexible working hours, including evenings, weekends, and bank holidays on a rota basis. As a Member Support Adviser, your primary focus will be to handle customer issues thoroughly, providing timely and effective solutions. You will be responsible for managing daily tasks independently and efficiently, ensuring the completion of allocated duties by the end of each working day while also taking ownership of any unresolved enquiries. This role offers you the opportunity to develop your customer service skills in a supportive and dynamic environment.
JOB DUTIES:
- Respond to customer problems, enquiries, and complaints via live chat, email, and phone.
- Handle problems, enquiries, and complaints effectively, providing appropriate solutions and alternatives within set time limits to reach full resolution.
- Ensure that high customer service standards are upheld at all times.
- Investigate all enquiries, complaints, and problems thoroughly before reaching a resolution.
- Conduct Know Your Customer (KYC) checks in compliance with relevant internal policies and procedures.
- Stay updated on product knowledge by collaborating with other areas of the organisation.
- Ensure that internal practices are consistently followed when managing all enquiries, both internal and external.
- Identify customer needs, clarify information, and research every issue to provide accurate solutions and/or alternatives.
- Actively solicit customer reviews regarding your personal performance via the company’s feedback platform, aiming for a minimum of 80 reviews per month.
JOB REQUIREMENTS:
- Must demonstrate flexibility in working hours, including evenings, weekends, and bank holidays, as required.
- Previous experience with KYC processes is advantageous.
- Experience in live chat support is preferred.
- Ability to transform a negative customer experience into a positive conversation.
- Experience within the gaming industry would be beneficial.
- Prior office experience is essential.
- Possess strong interpersonal and communication skills.
- Exhibit a confident manner when interacting with customers.
- Demonstrate the ability to multi-task, prioritise tasks and manage time effectively.
- Show great attention to detail in all aspects of work.
- Ability to work well under pressure, maintaining composure and efficiency.
- Possess strong phone contact handling skills and active listening abilities.
- Be computer literate, with high competency in Microsoft Excel and good IT skills.
- Exhibit responsive problem-solving skills and a proactive approach to work.
- Demonstrate the ability to motivate others when necessary while also working independently.
- Be methodical and well-organised in task management.
WHAT YOU’LL LOVE:
In this role, you will enjoy varied responsibilities that provide opportunities for personal growth and the development of strong customer service skills. You will work in a collaborative team environment while being empowered to take ownership of your tasks and interactions. The flexibility in working hours offers you a balanced approach to work-life commitments.
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