Member Support Adviser - Isle of Man & United Kingdom

Job Purpose:

  • To work alongside other team members responding to customer problems, enquiries and complaints via live chat, email, and phone.

  • Handle problems, enquiries & complaints, provide appropriate solutions and alternatives within the time limits and to a full resolution. Investigate fully all enquiries, complaints, and problems before resolution

  • Ensure high customer service standards are maintained

  • Work with other areas to stay updated on product knowledge

  • To ensure that internal procedures are followed when dealing all problems, enquiries, and complaints both internal and external

  • Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives


Responsibilities:

  • To ensure all allocated daily tasks are completed in full by the end of each working day. Any outstanding enquires must be referred to your Team Leader.

  • To ensure you follow internal practices when dealing with customer enquiries.

  • Handle problems, enquiries & complaints, provide appropriate solutions and alternatives within the time limits and to a full resolution

  • 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

  • To ensure that internal procedures are followed when dealing 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 via the company Trust Pilot Platform, with Member Support Advisers expected to obtain a minimum of 30 reviews per month.

  • PREFERRED EXPERIENCE AND ESSENTIAL QUALITIES

  • Must be prepared to work flexible hours, including evenings, weekends, and bank holidays on a rota basis with other members of the team, this is an essential requirement of the role, Shifts range from 08.00am to 23.00pm on a 7 hours per day basis.

  • KYC experience essential

  • Live Chat experience preferred

  • The ability to turn around a negative customer experience into a positive conversation

  • Gaming industry experience a desirable advantage

  • Previous office experience

  • Good interpersonal skills

  • Confident manner

  • Ability to multi-task, prioritize and manage time effectively

  • Great attention to detail

  • Works well under pressure

  • Strong phone contact handling skills and active listening

  • Good IT competencies, computer literate with high competency in Excel

  • Open and responsive problem-solving skills

  • Able to work on own initiative, be proactive and motivate others when necessary

  • Methodical and well organised

  • The ability to work as part of a team with the confidence to work independently



To apply please send your covering letter and CV to HR[at]annexio.com