Customer Support Analyst responsible for monitoring indicators and improving customer satisfaction at NIO. Focused on data analysis and enhancing client journeys in the telecommunications sector.
About the role
- Customer Support for Pulsz Bingo product providing player assistance via email and live chat. Responsibilities include troubleshooting, moderating chat, and ensuring player engagement.
Responsibilities
- Respond promptly and professionally to player queries through email and live chat, ensuring all interactions reflect our friendly and player-focused brand.
- Provide detailed product and service information, resolving player concerns effectively and proactively.
- Maintain accurate player records by updating account information and documenting interactions.
- Troubleshoot and resolve technical issues or game-related concerns, collaborating with the technical team when necessary.
- Monitor and report any recurring player issues or game-related feedback to management for continuous improvement.
- Meet individual and team performance targets, contributing to the team’s overall success.
- Stay updated on Pulsz Bingo product updates, promotions, and new features to offer top-tier player assistance.
- Identify and understand player concerns through Email and Chat support, delivering clear and accurate solutions while maintaining continuous communication.
- Uphold a proactive approach to identifying trends in player feedback and sharing insights to improve overall service as well as player experience.
- Facilitate and moderate online Bingo Chat Games while maintaining a fun, friendly environment.
- Engage players in the Bingo Chat Rooms, answer questions, and resolve gameplay or technical issues.
- Monitor the Bingo Chat Rooms for inappropriate behavior, enforce guidelines, and address Responsible Play concerns.
- Promote bingo events, share updates, and keep players informed.
- Record and report incidents, and collaborate with other Chat Hosts and management.
Requirements
- Fluency in English.
- Customer support experience, preferably in gaming or online services.
- Strong multitasking, prioritisation, and time-management skills.
- Ability to manage multiple conversations in real time.
- Familiarity with CRM systems and practices.
- Excellent written and verbal communication skills, with an ability to adapt to diverse player personalities.
- Passion for online bingo or social gaming is a strong advantage.
- Awareness of Responsible Play policies and chat moderation standards.
- Team-oriented with attention to detail and professionalism.
Benefits
- Competitive salary
- Performance Bonus
- Private Health Insurance
- Opportunities for career growth and development.
- Collaborative and dynamic work environment.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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