French and English Customer Care Agent

Responsibilities:

Promptly and efficiently deal with customer enquiries or complaints via any communication channel offered (e-mail/chat) within set service level agreement levels
Respond promptly to customer enquiries
Handle and resolve customer complaints
Obtain and evaluate all relevant information to handle enquiries and complaints
Direct requests and unresolved issues via the correct channels
Report and follow up technical issues reported by clients
Keep an accurate record of enquiries, comments, complaints and actions taken
Follow up on customer interactions
Keep records of customer interactions and transactions
Work on a shift basis to meet customers’ requirements, solve their problems and thus encourage future business
Take a pro-active approach in foreseeing possible delays or complications and plan strategies to avoid or minimise them
Take a pro-active approach towards procedures or working practices to improve customer service efficiency
Help the company with translation efforts as required
Perform customer verifications, Know Your Client procedures within the set guidelines
Communicate and co-ordinate with internal departments
Building interest in our products and services within our client base. Work with the Head of ‘Customer Care’ and ‘Marketing’ to carry out promotional campaigns around major sporting events
Any other tasks as may from time to time be allocated

Requirements:

Fluent French and English written and spoken language skills
Some customer care experience in a call centre environment or hospitality
A genuine interest in iGaming – Experience in iGaming a plus!
An efficient and creative problem solver and team player
Strong communication and interpersonal skills
Strong writing skills (spelling & grammar)
Ability to write content in a creative and catching manner
Basic knowledge of Microsoft Word and Excel

to be discussed