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