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| Entreprise: |
Betfair |
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| Intitulé: |
Helpdesk/Telbet Agent/s |
| Secteur Emploi: |
Jeu |
| Localisation de l'emploi: |
Hamrun - Malte |
| Ref.Emploi Numéros à conserver: |
MLT001 |
| Description: |
Betfair Job Specification
Role: Helpdesk Operator/Telbet Broker Languages Greek
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.
• Place customers’ bets over the phone whenever required.
KPI’s:
• 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)
Special Conditions:
• Will be required to work shifts
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| Capacités Requises: |
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.
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| Langues Requises: |
Anglais-Très BonAutres: GREEK |
| Type de Contrat: |
Temps Plein |
| Salaire Annuel: |
1900 Euro |
| Date d'Affichage: |
2009-08-11 |
| Niveau d'Etudes: |
Lycée |
| Années d'Expérience: |
1 à 2 Ans |
| Entreprise: |
Betfair |
| Nom: |
Betfair |
| Téléphone: |
0035699710011 |
| Methode de Contact Préférée: |
Pas de Préférence |
| Preferred Language of Resume/Application: |
English |
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