Are you a passionate, customer-focused professional with exceptional communication skills?
We’re looking for a Customer Service Executive, within commutable distance of Nottingham City Centre to join our team in our Nottingham-based Buzz Hub.
Our customer service team is contracted to work 40 hours per week, so you will need to be fully flexible to work 8 hours a day, 5 days out of 7 (which will include weekend working on a rota basis).
You will have a great positive attitude, friendly tone, and approachable personality to join our hard-working, busy but friendly customer service team. You’ll be a people person with a friendly, flexible approach and be organised and articulate with great communication skills.
To be successful in this role, you’ll have an engaging personality, be able to remain calm under pressure, and you’ll be highly passionate about your role, working towards both your own and business targets. Of course, you’ll have great PC skills.
You’ll have experience in a contact centre environment or have experience in customer service. You will be the first point of contact in answering inbound calls, answering queries via Live chat or emails in our busy call centre, ensuring that our customer is at the heart of everything you do to help us improve our overall customer experience.
Your tasks and responsibilities:
* Respond to all telephone-based enquiries from our online and land-based customers.
* Respond to all email contact from our online and land-based customers.
* Respond to all Live Chat contact from our online and land-based customers.
* You will need to understand all promotions and policies and procedures to ensure you handle and resolve all customer contact correctly.
* You will deliver outbound calls/email campaigns, which could include customer satisfaction surveys or Trust Pilot reviews.
* Strive toward the achievement of Key Performance Indicators for the customer service department.
* Continuously demonstrate excellent customer service skills (including questioning, probing, listening, establishing rapport, and closing communication).
* Demonstrate, while handling customer contact, that you put the customer at the heart of what you do daily, ensuring you take personal accountability in resolving customer queries effectively and in a timely manner.
* Ensure that all customers receive a consistent and high standard in service through the quality of verbal and written communications.
* Be responsible for responding to social media comments to ensure that our customer queries are responded to in line with our brand tone.
* Ensure that all written communication in customer cases is recorded to a high standard.
* Refer all escalated enquiries to the relevant department, ensuring that all relevant information is captured for a speedy resolution.
* Identify and support all customers in relation to Safer Gambling tools, escalating to our Player Protection Team at the appropriate times with accurate case notes recorded.
* Be the first point of contact in complaint handling, priding yourself in delivering the best outcome for our customers. You will be key in identifying root causes, helping create effective resolutions, and ensuring that we can resolve complaints and service delivery and standards matter to us.
* Be passionate about being the best you can be and want to achieve targets and deliver outstanding service to our customers.
* A strong member of the team with the ability to embrace the culture of Buzz Bingo core values and demonstrate them daily within the customer service team.
* Provide valuable insights to the business on key trends in customer contacts and highlight any potential technical issues that are impacting the customer journey as your voice matters to us.
Your knowledge and experience:
* Previous experience working within the bingo industry or other similar roles with a passion for service.
* You must have 2 years’ experience in a face-to-face customer service role.
* Working in a customer service office or call centre is hugely important for this role.
* You must have experience working in a fast-paced customer service environment.
Skills:
* You must be articulate through written and verbal communication.
* You must be tech-savvy as you will use many technical systems.
* A clear communicator with the ability to stay calm under pressure.
* Ability to adapt quickly in a positive way.
* Great at building rapport with others.
* You must have excellent organisation skills and attention to detail is critical.
Benefits:
* 33 days annual leave (including bank holidays).
* Options to buy additional leave.
* Annual company bonus scheme.
* Help@Hand – a physical and mental wellbeing app for you and your family with remote access to a GP for advice and more.
* Thrive App – for your mental wellbeing, approved by the NHS, and is designed for the prevention, early detection, and self-management of common mental health conditions.
* My Eva – an online financial expert to help with any money-related matters from building up savings, finding the right mortgage, managing debt, pension saving, and so much more.
* Buzz Brights Apprenticeships.
* Buzz Learning, our digital learning platform with access to hundreds of online courses.
* Refer a friend scheme.
* Life assurance.
* Company pension.
We also operate across all Bank Holidays.
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