- To work as part of a Customer Services Team, answering our business clients` calls and logging them onto the Astea Call Management System..
- To take responsibility for all first line calls assigned, and follow them through to resolution.
- To maintain our clients SLA agreements with Customers.
- To liaise with other members of the team and communicate issues and escalations to Senior Team Members.
- To make outgoing courtesy calls regarding any new software updates and installations etc., as and when required.
- To liaise with I.T. and other Departments when necessary, to resolve customer queries.
- To present yourself in a professional manner and maintain good relationships with clients and other staff members at all times.
- Provide and respond to internal and external requests in a professional manner demonstrating exceptional customer service in alignment with KPI's and SLA's.
- Comply and adhere to set processes and procedures.
- Effectively liaise with internal and external teams through to being effective trouble shooting with a solution orientated focus.
- SG Gaming is a developing environment and the post holder will therefore be expected to undertake other appropriate duties as required.
- Respect and adhere to confidentiality in all areas relating to SG Gaming and employees.
- Adhere to health & safety requirements through to maintaining a safe and clean working environment.
- Demonstrated knowledge of support processes and practices.
- Strong written and verbal communication skills combined with call logging experience.
- Computer literacy ideally proficient using Microsoft Office
- Ability to work on own initiative with minimal supervision.
- Previous experience of telephone based customer service would be advantageous
- Ability to understand and communicate technical issues to non-technical clients.
- An active interest in fault finding, diagnosing issues and finding solutions.
- Reliable, positive and professional can do attitude.
- Ability to work in a fast pace, matrix, multi cultural and changing environment.
- Ability to work under pressure taking full responsibility to meet deadlines.
- Accountable for ensuring accuracy and quality of work.
- To interact well and respect people from all disciplines to accomplish a task or goal.
Customer Service Advisor - London, United Kingdom - Global Draw Limited
Description
Gaming:
Welcome to the world of land-based gaming. At Light & Wonder, it's all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.
Position Summary
Location: Green Lane, Hounslow
Salary: £22,000 with an annual shift allowance of £1,300
Shift pattern : 35 hours per week working 4 days on, 4 days off
The main duties of this role are to act as the first point of contact for fault reporting and fault resolution so as to restore service as quickly as possible. Overall responsibilities and accountabilities include answering service calls, logging faults onto the database in a timely manner and communicating any problems to senior team members. This role also involves effective customer complaint escalation and ensuring the customer is communicated to within specified timeframes with progress updates.
Qualifications
Key Responsibilities
Person Specification
Light & Wonder are an Equal Opportunity Employer and encourage applications from all walks of life regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
If you are invited to an interview, please let us know if there are any reasonable adjustments, we can make to the recruitment process that will enable you to perform to the best of your ability.