Customer Service Agent

Job description

20 hours a week

Role Summary

We are looking for a multi-channel customer service operator who can effectively handle acquisition and service aspects of the customer experience at Betfair. The Customer Service department is expanding rapidly due to the deployment of new customer engagement channels. The conduct of all activities operate in line with the Corporate Strategy to provide, 'best value, service and protection,' that ensures the adoption of best practice and protection of Betfair assets by applying effective information security practices during employment with the company.

Key Responsibilities

- Respond promptly and interact effectively with customers via a different number of channels, namely calls, emails, webchat, social media and any other new channel.
- Ensure that more complex customer issues are followed up and resolved in a timely manner (by following defined escalation path when required)
- Provide technical support to customers.
- Proactively develop customer relationships by maintaining contact at an appropriate level.
- Contribute to the ongoing development and improvement of the Betfair customer experience.
- Act as an ambassador for the company as first point of contact.

Skills & Experience

• High level of customer service skills.
• Excellent typing skills & experience of using Microsoft Word, Excel, internet and mobile applications
• A proven team player with a 'can do’ attitude.

• Excellent level of verbal and written English.

• Flexible approach to working in a dynamic and often hectic environment
• An interest in Sports, iGaming and/or betting would be advantageous but is not essential.

Betting makes sport more exciting and Betfair makes betting more exciting.

Betfair is a passionate, forward-thinking company where things are always happening. Sport happens minute-to-minute, in real-time, and that’s how we like to think too. We want people who are always asking 'what's next?'

Betfair currently runs three distinct products - the world-first/world-famous Exchange (pioneered in 1999), a huge Gaming platform (including live poker dealers, bingo, a casino and hundreds of slot machines), and new to 2013, a traditional Sportsbook. As these all evolve though, the lines are becoming more and more blurred, and our dream is one fully integrated product.

The focus is very much on constantly improving the user experience, and it is this which drives our innovation - apps, promotions and features such as the revolutionary Cash Out. The combination is a unique, comprehensive betting service that believes in entertaining its audience as much as it encourages them to bet. We want our staff to feel the same way as our users - excited, empowered and eager to come back for more.