Customer Support Consultant

This role is at the heart of a service centre that provides support to players and retailers across multiple jurisdictions. The successful candidate will be responsible for delivering consistently high-quality service, offering advice and resolving various queries from our Lotteries and Keno customers and outlets. This is an excellent chance to work in a supportive environment where your skills in customer service, conflict resolution, and active listening will be highly valued. * Deliver high-quality customer service * Resolve various queries from Lotteries and Keno customers * Work in a supportive and dynamic team

What you'll do:

As a Customer Support Consultant, you will play a pivotal role in maintaining the smooth operation of our client's services. Your day-to-day responsibilities will involve assisting customers with their online lottery accounts, providing accurate information about lottery game rules, prizes, and claims. You will also ensure the quality and data integrity when entering customer interactions into TOCIS. Your ability to identify customers' needs, clarify information, research issues, and provide solutions will be crucial in this role. You will also engage with outlets to support ordering of stock, navigation of terminals, cancelling of lottery tickets. Your commitment to achieving monthly activity Key Performance Indicators as set each financial year will contribute significantly to the success of the team.

• Assist customers with their online lottery account including support to login, purchase tickets, deposit and withdraw funds.
• Inform customers and answer queries on lottery game rules, prizes and claims.
• Ensure quality and data integrity when entering customer interactions into TOCIS.
• View and act on customer’s ID verification in Green ID.
• Engage with outlets to support ordering of stock, navigation of terminals, cancelling of lottery tickets.
• Refer to IRIS (knowledge management tool) to provide precise product and process knowledge to customers with clear and concise information regarding their enquiry.
• Identify customers’ needs, clarify information, research issues, and provide solutions.
• Achieve monthly activity Key Performance Indicators as set each financial year.
• Complete compliance e-learns via All Grow Academy within required timeframes.

What you bring:

The ideal candidate for the Customer Support Consultant role brings a high standard of written and verbal communication skills along with strong interpersonal skills. Your ability to balance business regulations with customer expectations will be key in this role. You have an eye for detail which complements your active listening skills. With a customer-first attitude, you are adept at complaint handling and conflict resolution. Your ability to make sound decisions and build effective relationships with colleagues and customers will be highly valued. You are adaptable to change and thrive in dynamic environments.

• High standard of written and verbal communication
• Ability to balance business regulations and customer expectations
• Strong interpersonal skills
• Attention to detail
• Active listening
• Customer first attitude
• Complaint handling and conflict resolution
• Making sound decisions
• Building effective relationships with colleagues and customers
• Ability to adapt to change

What sets this company apart:

Our client is a leading player in the gaming industry, known for their commitment to providing exceptional service to their customers. They offer a supportive and inclusive work environment where every team member's contribution is valued. They believe in continuous learning and provide ample opportunities for professional development. Their commitment to maintaining high standards of integrity and professionalism makes them an employer of choice in the industry.

What's next:

If you're ready to take your career to the next level with this exciting Customer Support Consultant role, don't hesitate!

Apply today by clicking on the link! We can't wait to hear from you.