Customer Service Advisor
Customer Service Advisor
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Gaming:
Welcome to the world of landbased gaming. At Light & Wonder its all about the games and our Gaming team builds cuttingedge technology products and content for the most iconic casinos and operators across the globe.
Position Summary
We are looking for advisors to come and join our Customer Service team based at our Chadderton site. You will act as the first point of contact for fault reporting and fault resolution to restore service as quickly as possible. Overall responsibilities and accountability include answering service calls logging faults onto the database in a timely manner and communicating any problems to senior team members. This role also involves effective customer complaint escalation and ensuring the customer is communicated to within specified time frames with progress updates.
Following full training where you will work Monday to Friday 35 hours a week) the shift pattern will revert to: 4 days on 4 days off working hours over 07:30 to 22:30 Monday to Saturday and 09:00 to 22:00 on a Sunday.
Key Responsibilities:
Working as part of a Customer Service team answering our business clients calls and logging them onto the Astea Call Management System
Taking responsibility for all first line calls assigned and following them through to resolution
Maintaining our clients SLA agreements with customers
Liaising with other members of the team and communicating issues and escalations to senior team members
Making outgoing courtesy calls regarding any new software updates and installations etc. as and when required
Liaising with I.T. and other departments when necessary to resolve customer queries
Presenting yourself in a professional manner and maintaining good relationships with clients and other staff members at all times
Providing and responding to internal and external requests in a professional manner demonstrating exceptional customer service in alignment with KPIs and SLAs
Complying and adhering to set processes and procedures
Effectively liaising with internal and external teams and troubleshooting with a solution orientated focus
Light & Wonder is a developing environment and the post holder will therefore be expected to undertake other appropriate duties as required
Respecting and adhering to confidentiality in all areas relating to Light & Wonder and employees
Adhering to health and safety requirements to maintain a safe and clean working environment
Qualifications
Essential:
Demonstrated knowledge of support processes and practices
Strong written and verbal communication skills combined with call logging experience
Computer literacy ideally proficient using Microsoft Office
Ability to work on own initiative with minimal supervision
Previous experience of telephone based customer service would be advantageous
Ability to understand and communicate technical issues to nontechnical clients
An active interest in fault finding diagnosing issues and finding solutions
Reliable positive and professional cando attitude
Ability to work in a fast paced matrixed multicultural and changing environment
Ability to work under pressure taking full responsibility to meet deadlines
Accountable for ensuring accuracy and quality of work
To interact well and respect people from all disciplines to accomplish a task or goal
Desirable:
Using Test Management tools
Knowledge of test automation and automation tools
Knowledge of JIRA and Test Rail
Understanding and awareness of UK compliance and gaming commission legislation
What we can offer
20.5 days holidays excluding bank holidays
Shift Pattern: 4 days on and 4 days off covering 7 days a week.
1 day paid leave to work on charitable projects
1 day paid for celebration of your choice
Half Day for Health (encouraging you to take time away for you and your wellbeing)
8 employer pension contributions
A reward platform offering a cycle to work scheme and shopping and lifestyle discounts/cashback
Employee Assistance Programme (EAP)
Required Experience:
Unclear Seniority
Employment Type
Full-Time
