Experienced Customer Care Agent – Delivering Exceptional Support in a Dynamic Online Casino Environment
Welcome to MrQ: Where Customer Experience Meets Innovation
Imagine being part of a team that's not just big on tech and performance but also on fun. At MrQ, we're an award-winning online casino that has been making waves in the industry since our launch in 2018. With explosive growth comes the need for talented individuals like you to join our quest for excellence. As a Customer Care Agent, you'll be the voice of our customers, delivering tailored services that anticipate their needs and provide vital feedback to our core teams. If you're passionate about customer experience and are looking for a role that offers a mix of challenge and reward, we want to hear from you.
About the Role: Customer Care Agent
In this critical position, you will be responsible for handling live chat queries from our customers, addressing a range of topics including deposits, withdrawals, gaming, and safer gambling. Your ability to think outside the box, solve problems proactively, and provide lightning-speed resolutions will make you a rock star in our customer experience team. You'll also play a key role in identifying trends in customer contacts, highlighting these to Senior Executives and Managers to support the early identification of issues and the continuous improvement of our award-winning product.
Key Responsibilities:
- Handling live chat queries from customers in a professional and courteous manner, ensuring timely and effective resolutions.
- Identifying and highlighting trends in customer contacts to support the improvement of our services and product offerings.
- Providing proactive support to customers, anticipating their needs and delivering a 360-degree customer experience.
- Ensuring the safety and security of our site by adhering to our policies and procedures, with full training provided.
- Understanding and addressing customer complaints, resolving issues at the first point of contact or escalating them correctly when necessary.
- Identifying potentially vulnerable customers and ensuring they receive the right support as early as possible.
What We're Looking For in a Candidate:
To succeed in this role, you'll need a combination of skills, experience, and personal qualities that align with our values and mission. Here are some of the key requirements:
- Experience with Zendesk or similar customer service platforms, allowing you to hit the ground running.
- A keen attention to detail, with a clear understanding of what 5-star quality looks like in customer service.
- A minimum of 6 months of experience working in a high-volume service environment, preferably in the customer service industry.
- A great understanding of the customer service industry and what it takes to be best in class, with a passion for delivering exceptional customer experiences.
- Previous experience in iGaming is desirable but not essential, as we provide top-class training to ensure your success.
Essential Skills and Competencies:
To excel as a Customer Care Agent at MrQ, you'll need to possess certain skills and competencies that will enable you to deliver exceptional customer experiences. These include:
- Excellent communication and interpersonal skills, with the ability to interact with customers in a professional and courteous manner.
- Strong problem-solving skills, with the ability to think outside the box and provide proactive solutions to customer queries.
- A customer-centric approach, with a focus on delivering tailored services that meet the unique needs of each customer.
- Ability to work in a fast-paced environment, prioritizing tasks and managing multiple customer queries simultaneously.
- A strong team player, with a willingness to collaborate with colleagues to achieve common goals and objectives.
Career Growth Opportunities and Learning Benefits:
- Comprehensive training programs, designed to enhance your skills and knowledge in customer service and iGaming.
- Opportunities for career progression, with a clear path for advancement within the company.
- A growth allowance, providing you with the financial support you need to pursue your career goals and objectives.
- Wellness incentives, designed to promote your physical and mental well-being and support your overall quality of life.
Work Environment and Company Culture:
- A flexible working environment, with the option to work from home and flexible hours to suit your needs.
- A range of social events and activities, designed to promote team building and socialization.
- A commitment to diversity and inclusion, with a focus on creating a workplace that values and celebrates individual differences.
- A range of employee benefits, including competitive salary packages, additional leave days, and dedicated birthday leave.
Compensation, Perks, and Benefits:
- A competitive salary range of £23K-27K, depending on your experience and qualifications.
- Additional leave days, providing you with the time you need to rest and recharge.
- Dedicated birthday leave, because we believe in celebrating life's special moments.
- Generous parental leave, because family matters to us.
- International health and life insurance, providing you with peace of mind and financial security.
Conclusion:
If you're passionate about customer experience and are looking for a role that offers a mix of challenge and reward, we want to hear from you. As a Customer Care Agent at MrQ, you'll be part of a dynamic and supportive team that values diversity and promotes inclusion. With a range of learning benefits and career growth opportunities, you'll have the chance to develop your skills and knowledge and advance your career in a fast-paced and exciting industry. So why not apply today and join our quest for excellence in customer experience?
Ready to Apply?
Click the link below to submit your application and take the first step towards an exciting and rewarding career as a Customer Care Agent at MrQ. We can't wait to hear from you!
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