Are you looking for an exciting opportunity to begin your career in a dynamic and innovative industry? Raging River, a cutting-edge online gaming company, is currently seeking a motivated and passionate individual to join their team as a Contact Centre Agent (Graduate).
This is a unique opportunity to be part of a company that combines work and play, where technology, creativity, and customer service come together to create world-class entertainment.
The Role: Contact Centre Agent (Graduate)
The Contact Centre Agent role at Raging River offers an exciting opportunity to join a growing and vibrant team. The selected individual will be responsible for delivering exceptional customer service to players across various communication channels. The role requires a candidate who is passionate about the gaming and sports betting industries and who thrives in a fast-paced, customer-centric environment.
Responsibilities
The core duties of the Contact Centre Agent include:
- Customer Service Excellence: Providing top-tier service to players by responding to incoming queries across various channels. The agent will aim for “first-contact resolution,” ensuring that each interaction is resolved efficiently and to the satisfaction of the player.
- Timely Communication: Ensuring all queries and communications are addressed within the required timeframe, maintaining high levels of professionalism and empathy throughout.
- Problem Solving: Identifying and solving problems effectively, and ensuring that communication with players adheres to the company’s standards of quality.
- Collaboration and Reporting: Working closely with team leaders and managers to hand over unresolved issues and ensure the smooth operation of all processes. Agents will also be involved in offering feedback to enhance player experience.
- Competitor Analysis: Regularly reviewing competitor service levels and providing suggestions for improvements to the company’s customer service strategies.
- Self-Development: Taking ownership of personal growth by requesting upskilling opportunities and participating in relevant training when required.
- Escalation Process: Correctly escalating queries to relevant departments and following company procedures for recording communication with players.
What You Need
Raging River is looking for candidates who are passionate about sports and sports betting, have excellent communication skills, and are able to thrive in a fast-paced environment. The ideal candidate for the Contact Centre Agent role will meet the following qualifications and attributes:
- Completed BCom Degree: A degree is required for this role to ensure that candidates have the relevant academic background to perform effectively in a corporate setting.
- Passion for Sports and Sports Betting: A strong knowledge and passion for sports, sports betting, and betting markets are essential for this role.
- Strong Communication Skills: The role requires a clear voice and excellent telephonic and written communication skills. The ability to interact with players in a friendly, professional, and informative manner is key.
- Technical Proficiency: Intermediate knowledge of computer applications, especially MS Office and internet-based platforms, is required.
- Attention to Detail: A strong ability to spot details and provide accurate information to players is crucial in this role.
- Adaptability and Problem Solving: The candidate must demonstrate the ability to quickly adapt to changes and effectively solve problems in real-time.
- Target and Quality Driven: Raging River is looking for candidates who are results-driven and have a strong work ethic.
- Shift Work: Since the contact centre operates 24/7, the successful candidate must be willing to work rotational shifts, including potential overtime.
- Reliability: The role requires reliable transportation and the ability to maintain consistent attendance.
Additionally, candidates will be subject to a credit and criminal record check as the role involves access to sensitive player information.
Raging River is looking for talented and enthusiastic individuals to join their Contact Centre team. If you have a passion for sports and gaming, a strong work ethic, and excellent communication skills, this could be the perfect role for you. Apply today to start your career in one of the most exciting industries around!
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