Esports
Customer Support Advisor – BetMGM
Entry Level
Pasay, Philippines
in office
Full time
Job description
About the Role
The Customer Support Advisor provides award-winning standard service across all contact channels, including voice and non-voice, while maintaining service levels and efficiencies. Reporting to the Customer Support Team Manager, the role sits within the Customer Service Team, which aims to improve customer value by maximising customer conversion and retention opportunities. The advisor uses company marketing projects and a 'Sales through Service' mentality to support these goals.
Key Responsibilities
- Provide award-winning standard service across all contact channels, including voice and non-voice, while maintaining service levels and efficiencies.
- Use company marketing projects and a 'Sales through Service' mentality to improve customer value through maximising customer conversion and retention opportunities.
- Ensure familiarity with all marketing projects and up-to-date customer support tasks and processes.
- Escalate any issues that would affect the customer experience.
- Provide first-time resolution to customer contacts, taking into account the commercial value of each contact.
- Maintain a Quality & Assurance score that meets department measurement for each period outlined in the annual goals.
Required Experience & Qualifications
- A flexible approach to work schedules and shift patterns.
- Confidence to work with customers through a variety of communication methods including voice, email and live chat.
- 1+ years of experience handling support requests from a variety of different channels.
Preferred Skills
- Contact Centre and Customer Service Experience is an advantage.
Workplace
- Onsite role.
Benefits & Perks
- 26 days annual leave (including sick pay) and 22 public holidays.
- Wellbeing and development days.
- Private healthcare for you and a dependant.
- A stake in our success through our ShareSave scheme.
The Application Process
The recruitment process may use approved AI tools to support administrative aspects, with recruiters and hiring managers overseeing their use and remaining responsible for hiring decisions. Reasonable adjustments are available at any stage of the recruitment process.
- Approved AI tools may be used to make recruitment simpler and more efficient.
- Recruiters and hiring managers oversee AI use and remain responsible for hiring decisions.
- Reasonable adjustments are available at any stage of the recruitment process.
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