Customer Support Advisor  

About the Client

• Our Company name is ‘NCH Customer Support Services Inc.’ and we are a wholly owned subsidiary and a member of the Gala Coral Group
• We are a European company
• We are licensed in The UK and Gibraltar and will actively pursue being licensed in every area we operate from as a business and operate to with customers
• We are a safe and secure company with a renowned brand reputation, and amongst the biggest Gaming operators in the UK
• We are continuously growing our business and are looking to show our commitment and investment in the future of the company and as such – the investment in the Manila Operations
• The combined Group will have over 30,000 employees
• Our Manila Operations will present opportunities for progressing and advancing within the business
• Our mind-set is that our employees are our greatest asset and as such will actively look to develop our staff and promote from within

Role Purpose

To provide the best possible reactive and proactive customer support using the ‘Sales through Service’ ethos for the Bingo, Casino and Poker Interactive customers across multiple contact channels.

Key Responsibilities

• Provide award winning standard service across all contact channels as required
• Improve and optimize player value through maximising player conversion and retention opportunities utilising company marketing initiatives and the ‘Sales through Service’ mentality
• Be able to respond across all products, but become an expert in at least one area
• Ensure familiarity with all marketing initiatives and up-to-date customer support functions and processes
• Maintain open and transparent communication within the team
• Proactively escalate any issues that would affect the player experience
• Provide first time resolution to customer contacts, taking into account the commercial value of each contact.
• Prioritise Lead Advisor tasks to relay outcomes of investigations to customers.
• Maintain a Quality & Assurance score that meets and exceeds department KPI for each period outlined in the annual objectives.
• Perform any other duties as assigned and required.

Experience and Skills

• Contact Centre and Customer Service Experience – a must
• Online gaming support centre experience – an advantage
• Fluent in English – written and spoken to an excellent standard – a must
• We’re looking for friendly team players who have the following:
  • A great attitude and desire to help our customers
  • Reliable with a strong work ethic
  • A flexible approach to work schedules and shift patterns
  • Able to react to company needs
  • Common sense
  • A proactive and ‘can do’ approach
  • Confidence to interact with customers through a variety of communication methods including (but not limited to) email and live chat
  • The ability to multi-task (e.g. communicate through live chat with a minimum of 3 concurrent customers)
  • Can work independently and within a team
  • A winning mentality
  • Quality of service and going the extra mile is at the heart of your service approach

• Confidence to interact with customers through a variety of communication methods including (but not limited to) email and live chat
• Fluent in English – written and spoken to an excellent standard – a must
• Excellent problem-solving skills