Location:
Gibraltar
Vacancy Type:
Permanent
Brand:
06 (Coral)
About The Role

Role Purpose

The Customer Service Agent (CSA) is the face of the brand in the eyes of our customers.  The role is part of an enthusiastic, well trained, flexible and dynamic team that will provide our customers with an industry leading service that sets Ladbrokes Coral Brands apart from its competitors.

The CSA will be both proactive and reactive to the customer’s needs ensuring all queries/issues are resolved both efficiently and effectively throughout their experience and in line with the Brand Guidelines.

This role will provide excellent customer support for both Gaming and Sports brands across multiple contact channels.

This role works within the Customer Operations team and reports to the CS Team Manager.

Key Responsibilities

  • Provide award winning standard service across all contact channels as required through all communication channels (voice and non-voice) whilst maintaining service levels and efficiencies
  • Provide first time resolution to customer contacts ensuring a positive and engaging service for the customer
  • Improve and optimise customer value through maximising customer conversion and retention opportunities utilising company marketing initiatives and the ‘Sales through Service’ mentality
  • Complete training for product, service and regulatory requirements to enable effective handling of customer queries across all products
  • Ensure familiarity with all marketing initiatives and up-to-date customer support functions and processes to enable smooth handling of customer queries
  • Maintain open and transparent communication within the team to drive improvement, share knowledge and best working practice
  • Proactively escalate any issues to ensure the customer receives a resolution to their query
  • Relay outcomes of investigations to customers ensuring the best experience possible.
  • Maintain a Quality & Assurance score that as a minimum meets the department KPI for each period outlined in the annual objectives
  • Perform in-line with defined KPIs to ensure we drive improvement in our Net Promoter Scores
Specialist Skills and Experience Required
  • A team player with a great attitude and desire to help our customers
  • Contact Centre and Customer Service Experience – an advantage
  • Gaming and Sports product knowledge advantageous
  • Fluent in English – written and spoken
  • Ability to work flexibility over various shift patterns
  • Confidence to interact with customers through a variety of communication methods including voice and email with the ability to multi-task

Our Culture As Real As It gets

At GVC we're a diverse team, sharing a commitment to quality and success

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and a benefits package that we're extremely proud of.