Customer Service Agent (Chinese Speaking)

Brighton, East Sussex
24 Sep 2016
22 Oct 2016
Contract Type
Part Time

Reports to: Customer Service Team Leader

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 product or 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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