博彩公司Panbet Limited聘请:中文客服组长

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坐标:布赖顿

公司:Panbet Limited

职位:Customer Service Team Leader

性质:Permanent, Full-time 

待遇:Competitive

截止日期:22/06/2016

申请方式:阅读原文,点击链接申请。(如果链接打不开,请联系小编哟)



Purpose Of The Role

To serve customers by providing product and service information, answering queries and resolving issues in a prompt and efficient manner.



Key Responsibilities

  • Providing excellent standard of service to customers through email, phones and web chat interactions

  • Providing and processing information in response to customer enquiries, concerns and requests in a timely, personable and professional manner

  • Resolving customer complaints in a patient, efficient and courteous manner and carrying out remedial action as and when required

  • Resolving productor service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem and following up to ensure resolution

  • Consistently displaying a strong customer focus and “going the extra mile” to achieve a high level of customer satisfaction

  • Assisting customers by placing bets over the phone

  • Accurately translating website text as required by customers

  • Effectively dealing with upset and angry callers

  • Escalating issues to the Assistant Team Leader / Team Leader as necessary

  • Escalating regulatory issues to the Compliance Team

  • Following up on customer interactions in accordance with Company’s processes and procedures

  • Providing guidance to and mentoring junior members of the team

  • Liaising with other departments (for instance Payments and Fraud) to resolve customer queries as and when required

  • Complying with Company’s policies and procedures at all times, to improve service provided

  • Maintaining professionalism in all interactions with clients and colleagues

  • Tracking and monitoring work activity

  • Determining and accurately recording all details of incoming problems

  • Displaying a high level of attention to detail whilst recording and updating account information

  • Monitoring forum to capture feedback

  • Monitoring website for errors and testing website after systems updates and new product launches

  • Playing an active part in enhancing quality results and performance of the team

  • Contributing to team effort by meeting KPI’s and SLA’s

  • Recommending potential products or services to management by collecting customer information and analysing customer needs

  • Contributing to a continual enhancement of customer service, by providing ideas and suggestions on how to improve procedures and develop the department



Other Responsibilities

  • Continually developing personal skills to enhance effectiveness of self and team

  • Keeping abreast of professional knowledge by participating in training, maintaining personal networks and studying developments within the industry

  • Escalating issues to senior management as appropriate

  • Undertaking other reasonable duties as instructed by senior management



Required Skills And Abilities

  • Excellent verbal and written communication skills in Chinese

  • Good numeracy skills

  • Strong IT skills including good working knowledge of Microsoft Outlook

  • Ability to multitask, prioritise and work under pressure

  • Demonstrable negotiation skills

  • Excellent accuracy and attention to detail

  • Proactive and results-driven approach

  • Exceptional problem - solving skills

  • Excellent prioritising skills

  • Faultless telephone manner

  • Customer focus and commitment to service excellence

  • Good interpersonal skills and ability to work as part of a team

  • Ability to learn quickly in a changing environment

  • Diagnostic and Advisory Skills

  • Confidence and ability to deal with difficult situations



Desirable Skills And Abilities

  • Knowledge of online gaming and betting industry

  • Interest and knowledge of sports



Additional Requirements

Must be flexible towards work schedules and rota (mornings, evenings, nights and weekends)





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