Customer Services Agent

A client of Carbon60 (one of the world's largest sports betting and gaming groups) is looking for a Customer Services Agent to join the team on an initial 10-week contract.

Contract Specifics:

• Location: Nottingham
• Onsite (Please only apply if you are able to work full time, onsite)
• Pay rate: £14.79 per hour (PAYE, Inside IR35)
• Duration: 10 week contract with a possibility of extension.
• This role is shift work only - please see below for more details.

Job Overview: As a Customer Service Agent, you will be responsible for providing the best possible reactive and proactive customer support using the ‘Sales through Service’ ethos for the Bingo, Casino and Poker, Sports Betting Interactive, and Retail customers across multiple contact channels.

Main Responsibilities:

• Provide award-winning standard service across all contact channels as required through all communication channels (voice and non-voice) whilst maintaining service levels and efficiencies.
• Be able to respond across all products.
• Ensure familiarity with all marketing initiatives and up-to-date customer support functions and processes.
• Maintain open and transparent communication within the team.
• Proactively escalate any issues that would affect the customer experience.
• Provide first-time resolution to customer contacts, taking into account the commercial value of each contact.
• Escalate customer complex inquiries and relay outcomes of investigations to customers.
• Maintain a quality & assurance score that meets and exceeds department KPI for each period outlined in the annual objectives.
• Perform any other duties as assigned and required.

Qualifications & Experience:

• Contact Centre and Customer Service Experience – an advantage.
• Fluent in English – written and spoken to an excellent standard – a must.
• A great attitude and desire to help our customers.
• Reliable with a strong work ethic.
• A flexible approach to work schedules and shift patterns.
• A proactive and ‘can do’ approach.
• Confidence to interact with customers through a variety of communication methods including voice, email, and live chat with the ability to multi-task.
• Can work independently and within a team.

Shift schedule:

• 7am-6pm and/or 1pm-12am
• This will be 4 on 3 off, and can be shared so you can do one week early shifts and one week lates