Asia Customer Services Representative

Reports To: Team Lead
Department: Customer Service
Location: Gibraltar
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Key Responsibilities / Duties:

  • Provide excellent support to our customers via chat and email.
  • Forward and escalate technical issues.
  • Respond promptly to customer inquiries.
  • Obtain and evaluate all relevant information to resolve customer complaints.
  • Resolve more complicated/demanding issues with the team leader/trainer/manager.
  • Be up to date with procedures/promotions.
  • Work towards Team/own KPI’s.
  • Provide accurate, valid and complete information by using the right methods/tools (FCR).
  • Follow communication procedures, guidelines and policies.
  • Any other ad-hoc tasks.

Person Specification, Skills, Experience & Qualifications:

  • Excellent verbal and written communication skills in both English and Mandarin.
  • Basic computer knowledge.
  • Experience of working in a customer service and/or contact centre environment is preferred.
  • On-line experience in Support Role or Customer Services.
  • Candidates must have experience within direct customer management (Customer Service or Outbound Telesales) or equivalent.
  • Understands the basic business functions.
  • Must be able to converse and communicate in writing (pinyin) with customers.
  • Patience and a good team player.
  • Passionate in problem solving, able to identify the core issue and identify solutions that serve both the customer and the organization.
  • Ability to learn, retain and apply large amounts of guided information or new products, while applying flexibility in addressing issues according to situation.
  • Work independently by knowing how to apply acquired knowledge to solve customer’s issues by providing right answers.
  • Willing to work on shift rotation (5 days/week) including night shift, weekends and public holidays.

BetVictor is an equal opportunity employer.

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    BetVictor is an equal opportunity employer.