Back to search.888.com - Japanese Member Support Representative
| Employment Type: | Permanent |
| Location: | Gibraltar |
| Salary: | Attractive + Benefits + Bonus |
| Languages: | English, Japanese |
Role Profile for: Member Support Representative
Role Purpose:
To ensure that the service given to 888 customers and those of our partners is of the highest standard in the industry
Accountabilities
• Provide the highest level of support to our members via email, phone and live chat on a range of issues; such as game enquiries, helping with deposits, cashing out of funds etc.
• To maximise member retention through promotion of various events, activities, bonus offers etc.
• To maximise revenue opportunities by offering relevant deposit methods
• Translations for the Support Department, and any other department in the company as required
• Outbound projects as required
• Testing of new games, products and software as required
• More experienced MSRs may be asked to assist with the mentoring of new members to the team
Technical Skills - Required
• Good knowledge of MS applications including MS Outlook
• Internet experience and awareness
• Good typing skills
Knowledge and Experience
• Customer service experience
• Online gaming experience would be desirable
Person Specification
• Excellent written and oral communication skills
• Good interpersonal skills
• Confident Oral Communicator
• Able to show empathy
• Strong Team Player
• Patient and Diplomatic
Working Hours
• The Support Department operates a variety of 8 hour shifts (with 1 hour paid break). Shifts could be: 0800-1600, 1600 – 0000, 0000-0800, 1200-2000, 1000-1800. MSRs are required to work 5 shifts in any given week with 2 days off which may be split. Bank Holidays are considered normal working days.
Key Performance Indicators
• High level of service provided to members - as measured though periodic evaluations, and though quarterly Customer Satisfaction Surveys
• Achievement in reaching Support Operational Goals
• MSRs are measured in the following KPI’s:
o Quality of Support given to members
o Productivity
o Revenue
o Living the Company Values
Key Competencies
• High level of trust
• Reasoning and analytical ability
Role Purpose:
To ensure that the service given to 888 customers and those of our partners is of the highest standard in the industry
Accountabilities
• Provide the highest level of support to our members via email, phone and live chat on a range of issues; such as game enquiries, helping with deposits, cashing out of funds etc.
• To maximise member retention through promotion of various events, activities, bonus offers etc.
• To maximise revenue opportunities by offering relevant deposit methods
• Translations for the Support Department, and any other department in the company as required
• Outbound projects as required
• Testing of new games, products and software as required
• More experienced MSRs may be asked to assist with the mentoring of new members to the team
Technical Skills - Required
• Good knowledge of MS applications including MS Outlook
• Internet experience and awareness
• Good typing skills
Knowledge and Experience
• Customer service experience
• Online gaming experience would be desirable
Person Specification
• Excellent written and oral communication skills
• Good interpersonal skills
• Confident Oral Communicator
• Able to show empathy
• Strong Team Player
• Patient and Diplomatic
Working Hours
• The Support Department operates a variety of 8 hour shifts (with 1 hour paid break). Shifts could be: 0800-1600, 1600 – 0000, 0000-0800, 1200-2000, 1000-1800. MSRs are required to work 5 shifts in any given week with 2 days off which may be split. Bank Holidays are considered normal working days.
Key Performance Indicators
• High level of service provided to members - as measured though periodic evaluations, and though quarterly Customer Satisfaction Surveys
• Achievement in reaching Support Operational Goals
• MSRs are measured in the following KPI’s:
o Quality of Support given to members
o Productivity
o Revenue
o Living the Company Values
Key Competencies
• High level of trust
• Reasoning and analytical ability
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