Member Support Adviser

Our client is seeking a Member Support Adviser to join their team.

You will work alongside other team members responding to customer problems, enquiries, and complaints via live chat, email, and phone. Handling problems, enquiries & complaints, you will provide appropriate solutions and alternatives within the time limits and to a full resolution.

You must be prepared to work flexible hours, including evenings, weekends, and bank holidays on a rota basis with other members of the team. Shifts range from 08:00 am to 23:00 pm for 7 hours per day.

Key Responsibilities

• Ensure all allocated daily tasks are completed in full by the end of each working day.
• Follow internal practices when dealing with customer enquiries.
• Ensure high customer service standards are maintained.
• Investigate fully all enquiries, complaints, and problems before resolution.
• Deliver a high standard of KYC checks in accordance with the company policies & procedures.
• Work with other areas to stay updated on product knowledge.
• Ensure that internal procedures are followed when dealing with all problems, enquiries, and complaints both internal and external.
• Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Actively request customer reviews on personal performance.

Key Skills & Experience

• Previous office experience.
• Live Chat experience preferred.
• The ability to turn around a negative customer experience into a positive conversation.
• Gaming industry experience is a desirable advantage.
• Confident manner.
• Good IT competencies, computer literate with high competency in Excel.
• Open and responsive problem-solving skills.
• Ability to multi-task, prioritise, and manage time effectively.
• Great attention to detail.
• Works well under pressure.
• Strong phone contact handling skills and active listening.
• The ability to work as part of a team with the confidence to work independently.