Customer Service Agent

Job Description

Job Summary

Ensure that customer service meets/ exceeds the standards and goals of the organization. Have a sense of urgency in resolving all customers’ complaints/ issues. Critical thinker. Have strong knowledge about all products, services, and promotions in order to properly communicate with customers. Ensure that each customer receives outstanding service by providing friendly, timely, and courteous service

Main Duties and Responsibilities 

• Promptly answers all incoming calls and emails in a timely and courteous manner.
• Resolves problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution via phone or email and communicating outcomes to a customer and all relevant parties.
• Ensure all issues are logged in the Fresh Desk system or any other authorized system application in a timely manner.
• Ensure all customer service Fresh desk tickets/chats are answered accurately and in a timely manner.
• Ensure that all houses post winning numbers on Island Luck and Ultra games web page correctly; Communicate outcomes to all relevant parties if needed.
• Record all Lottery results on a spreadsheet.
• Investigate all account queries to ensure funds were credited correctly; if further investigation is needed, forward outcomes to all relevant parties.
• Verify accounts to be blocked, determine the reason for locked accounts, and rectify same.
• Forward Right and Wrong accounts to CS Manager for adjustment to be made.
• Promptly answers all incoming calls and emails in a timely and courteous manner.

Qualifications

• High school diploma or above
• 2 years overall work experience in this or related field

Experience/ Skills Required

• Excellent communication skills
• Excellent interpersonal skills
• Excellent computer skills
• Effective oral and written communication skills
• Able to exhibit a high level of confidentiality
• Must be able to identify and resolve problems in a timely manner