CUSTOMER SERVICE REPRESENTATIVE : CHINESE
A Global Gaming company is looking for Young Dynamic Customer Service Representatives, fluent in Simplified and Traditional Chinese, to work in Melbourne Australia.
You will be required to provide exceptional customer support to our customers, via inbound and outbound communication over various mediums of correspondence in both simplified and traditional chinese.
All our services are provided over a 24/7, 365 rotational shift basis.
Duties and Responsibilities
Key responsibilities of a Customer Service Representative will include but not be limited to the following:
24 / 7 Customer Support
- Query resolution
- Support via Telephone (inbound and outbound), email and web-chat
- Handling complaints and disputes
- Interaction with the business with regards to the customer experience and business processes
- Initiate and resolve complex queries / escalations
- Processing financial transactions
Risk management
- Risk Management
- Trend analysis (includes demographic analysis, fraud trends, player profiling)
- First level risk reviews/screening
- Updating all negative, positive and review lists in accordance with the business rules
- Resolve all first level escalations related to Risk
- Customer Verification
- Forensic Calls
- Bonus abuse and Fraud investigations
- Effective chargeback management
The Skills and expertise required for a Customer Service Representative are as follows :
- Well established track record of having worked in a multi-contact Customer Service Center is essential
- Experience in online gaming / wagering is a must
- Must be able to field a variety of query types
- Ability to work under pressure and remain calm and friendly at all times
- Excellent Communication skills – both Verbal and written
- Customer Centric, “can do” attitude
- Computer literacy, especially Microsoft Office suite of applications
- Experience in eCommerce and risk management
- Thorough, with high levels of accuracy and attention to detail
- Constantly deliver against high quality standards and SLAs
- Must be analytical and have good numeric skills
Preferred requirements:
- An affinity for sports and sports betting especially thoroughbred racing
- Evidence of having delivered exceptional quality of service in an online industry or similar experience
- Effective communication skills training
Preferred Behavioral competencies
- Client Focus
- Adaptability
- Continuous renewal
- Information Monitoring
- Ownership
- Initiating Action
- Decision Making
- Business Awareness
For further information or to apply, email your resume to Monique Milenkovic, Human Resources, email: jobs@iasbet.com
