Customer Service Representative (CSR)  

The Customer Service Representative is the first point of contact for Chumba Casino/Global Poker customers. The primary role of a Customer Service Representative within the team is to respond to a variety of customer requests and inquiries via email.

Responsibilities:

• Respond promptly and accurately to all customer inquiries
• Proactively look for alternative solutions to customer issues when appropriate and "hold customers' " hands while in the process

• Handle and resolve customer complaints; provide appropriate solutions and alternatives within the time limit; follow up to ensure resolution
• Obtain and evaluate all relevant information to handle product and service inquiries
• Perform customer verification
• Direct requests and unresolved issues to the designated resource/s for escalations
• Keep records of customer interactions and transactions and actions taken on customers’ accounts to maintain complete and accurate records in the customer database
• Provide feedback on the efficiency of the customer service process and possible product enhancements
• Cooperate and constructively communicate with the team in the completion of tasks
• Perform one’s duties in line with the organization’s policies and procedures and adhere to service standards to ensure quality and customer satisfaction in all interactions

• Minimum of 3 years of experience in Customer Service
• Knowledge of common help desk/ticketing solutions
• Amenable to work in shifting schedules including weekends and holidays

Key Competencies:

To perform the role successfully, the following competencies are expected to be demonstrated:

Accountability and Dependability Shows up for work on time, and follows instructions, policies, and procedures; meets productivity standards and balances quality of work with meeting deadlines; acknowledges and corrects mistakes

Adaptability and Flexibility Responds positively to change, embracing and using new practices or values to accomplish goals and solve problems; recovers quickly from setbacks, and finds alternative ways to reach goals or targets; able to multi-task; have a high tolerance for stress

Analytical and Problem – Solving Skills Identifies key facts in a range of data; distinguishes information that is not pertinent to a decision or solution; shows insight into the root cause/s of problems; generates a range of solutions and courses of action with benefits, costs, and risks associated with each; probes all possible sources for answers, and thinks “outside the box” to find options

Attention to Details Checks work thoroughly to ensure accuracy and completeness; remains aware and takes care of details that are easy to overlook or dismiss as insignificant

Communication Skills Communicates in a clear, concise and timely manner in written and verbal correspondences; checks own understanding of others’ communication by paraphrasing or asking additional questions; has impeccable command of the English language

Customer Focus Delivers service to customers consistently within service level standards; owns the customer experience and goes the extra mile to satisfy customer’s needs and expectations

Decision Making Makes timely, informed decisions that take into account the facts, goals, constraints, and risks; can explain the rationale for a decision; can clearly draw the line between strict adherence to policies and adjusting to customer requests

Initiative Identifies what needs to be done and takes appropriate action before being asked; takes prompt action to accomplish objectives and achieve goals beyond what is required; responds to setbacks with renewed and increased effort

Teamwork and Collaboration Shows willingness to do his/her part in order to accomplish assigned tasks efficiently and achieve a common team goal; works collaboratively with co-workers; shares information or ideas for team improvement; can lead and follow as situations dictate