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| Company: |
Betfair |
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| Job Title: |
Helpdesk Operator - Native Dutch |
| Job category: |
Customer Service |
| Job Location: |
Hamrun - Malta |
| Job Reference Number: |
MLT-007 |
| Job Description: |
Position Purpose:
Customer service operators manage all aspects of the Betfair customer experience. The Customer Service department is expanding rapidly due to the growth of Betfairs customer base and the expansion into different betting markets. 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 / Duties:
Respond promptly and effectively to incoming customer calls, emails and any other new channel (e.g. web chat, etc
)
Participate in outbound call campaigns when required by management,
Ensure that more complex customer issues are followed up and resolved in a timely manner (by following defined escalation path if required)
Provide technical support to customers.
Proactively develop customer relationships by maintaining contact at an appropriate level.
Feedback recurring customer issues to Team Leader/Shift Leader and relevant internal departments where applicable.
Contribute to the ongoing development and improvement of the Betfair customer experience.
Keep the Knowledge base updated by submitting new standard replies when relevant.
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Skills Required:: |
KPIs:
Reply to any incoming phone calls within xx seconds on average
Reply to any incoming email within xx minutes on average
Phone quality check > 75 % success rate
Email quality check > 75 % success rate
Be an active and positive team member
Key Working Relationships:
Works closely with Team Leader/Shift Leader and other members of the customer service team.
Head of Call Centre
Any X-functional partner (e.g. Marketing, Product, Operations)
First point of contact for most Betfair customers must act as an ambassador for the company.
Person Specification
Experience & Qualifications Required:
Essential:
Must have at least one years experience in a customer service role, ideally in a contact centre environment with high call volume.
Experience of using Microsoft Word, Excel and the Internet.
Desirable:
Ideally will have experience and knowledge of the betting industry.
A good knowledge of Poker and Casino and Exchange Games
Previous experience in a Multi-cultural environment
Additional languages (other than English)
Key Skills and Attributes:
High level of customer service orientation, with a proven ability to see problems through to their resolution.
Excellent written and verbal communication skills.
Excellent interpersonal skills, with the ability to deal effectively and professionally with difficult customers.
Shows initiative, suggesting ways to improve the Betfair customer experience.
A proven team player with a can do attitude.
Flexible approach to working in a dynamic and often hectic environment.
Passionate about providing excellent service.
A good all round knowledge and interest in sports, casino and poker.
Winning attitude.
Special Conditions:
Will be required to work shifts
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Language Requirements: |
English-Very GoodOther: Dutch |
| Employment Type: |
Full Time |
| Yearly Salary: |
19000 Euro |
| Posting Date: |
2009-09-03 |
| Level of Education: |
High School |
| Years of Work Experience: |
Less than 1 Year |
| Company: |
Betfair |
| Contact Name: |
Betfair |
| Contact Phone: |
0035699710011 |
| Preferred Method of Contact: |
No Preference |
| Preferred Language of Resume/Application: |
English |
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