Job Description
Experience: 4+ years as a customer service in outbound process (Must
have been a minimum of 1 year for “first resolution” ticket
handling and not just for surveys, campaigns questionnaires)
Mandates: Excellent English Communication written & verbal (Candidates
with MTI will be screen rejected)
Good to have: knowledge in _Gambling_ Industry
Location: Pan India (Preferred Kolkata)
Notice period: Immediate to 15 days
Mode: Permanent Full Time ( Rotational Shift )
Responsibilities:
• To provide Customers with a professional service via omni-channel
(chat/email) options to a high standard of ownership and resolution
• Requirement to have knowledge and worked on omni-channel-
Chat,Telephone,Email,SMS
• To resolve all Customer queries professionally in line with agreed
KPI’s, ensuring that any escalations are raised promptly to maintain
Customer satisfaction.
• Carry out administration duties as and when required i.e. logging
retail deposit and withdrawal calls, Customer complaints and
self-exclusions.
• Ensure that Customer account adjustments are dealt with accurately
and within SLA
• Be conversant with Standard operating Procedures, Bonuses and
Promotional campaigns
• Work on outbound campaigns; new account welcome, lapsed player
reactivation etc as required
• Understand fully and comply with the key objectives of the Gambling
Commission and Gibraltar Regulatory Authority.
To be fully aware of your responsibilities regarding Social
Compliance and Licence Conditions Codes of Practice.
• Any other duties requested by your Line Manager in relation to your
role.
Experience & Skills:
• Previous experience on the use of Ticket platforms for CS
management-Zendesk, or one of these others Freshdesk, Sales force
• Experience in dealing with customers at all levels essential.
• Ability to build and maintain good working relationships essential.
• Committed to improving levels of Customer service essential.
• Analytical approach to problem solving essential.
• Competent computer skills including MS Outlook, Word and Excel
essential.
• Ability to resolve support issues to final resolution and to a
significantly high standard
• Experience of omni-channel such as Live Chat, SMS, Imessage, Email
• Previous experience and understanding of customer ticketing systems
for customer comms
• Good understanding and handling of customers in the UK &
International markets
have been a minimum of 1 year for “first resolution” ticket
handling and not just for surveys, campaigns questionnaires)
Mandates: Excellent English Communication written & verbal (Candidates
with MTI will be screen rejected)
Good to have: knowledge in _Gambling_ Industry
Location: Pan India (Preferred Kolkata)
Notice period: Immediate to 15 days
Mode: Permanent Full Time ( Rotational Shift )
Responsibilities:
• To provide Customers with a professional service via omni-channel
(chat/email) options to a high standard of ownership and resolution
• Requirement to have knowledge and worked on omni-channel-
Chat,Telephone,Email,SMS
• To resolve all Customer queries professionally in line with agreed
KPI’s, ensuring that any escalations are raised promptly to maintain
Customer satisfaction.
• Carry out administration duties as and when required i.e. logging
retail deposit and withdrawal calls, Customer complaints and
self-exclusions.
• Ensure that Customer account adjustments are dealt with accurately
and within SLA
• Be conversant with Standard operating Procedures, Bonuses and
Promotional campaigns
• Work on outbound campaigns; new account welcome, lapsed player
reactivation etc as required
• Understand fully and comply with the key objectives of the Gambling
Commission and Gibraltar Regulatory Authority.
To be fully aware of your responsibilities regarding Social
Compliance and Licence Conditions Codes of Practice.
• Any other duties requested by your Line Manager in relation to your
role.
Experience & Skills:
• Previous experience on the use of Ticket platforms for CS
management-Zendesk, or one of these others Freshdesk, Sales force
• Experience in dealing with customers at all levels essential.
• Ability to build and maintain good working relationships essential.
• Committed to improving levels of Customer service essential.
• Analytical approach to problem solving essential.
• Competent computer skills including MS Outlook, Word and Excel
essential.
• Ability to resolve support issues to final resolution and to a
significantly high standard
• Experience of omni-channel such as Live Chat, SMS, Imessage, Email
• Previous experience and understanding of customer ticketing systems
for customer comms
• Good understanding and handling of customers in the UK &
International markets
💡 Quick Summary
Seeking a career-building opportunity? The Customer Service Representative position is now open for candidates interested in the Customer Care Executive sector. This role in Kolkata offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care Executive is a plus.
