Customer Support - shifts - English and Russian

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Employer: Blue Chameleon Tech
Domain:
  • Customer Support - Client Service
  • Internet - eCommerce
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 16.10.2019
    Remote work: On-site
    Short company description

    Located in the bustling city of Bucharest,
    Blue Chameleon Tech is a hub of international marketing and tech enterprise.

    Requirements

    - Professional use of the English language
    - Very good knowledge of Russian language
    - Great communication skills, flexible and reliable
    - Good computer skills and multitasking abilities
    - Willingness for working in shifts

    Responsibilities

    Responsibilities in Support:
    - Provides excellent customer service assistance to online casino clients via chat and email, mostly in English and potentially also in Russian;
    - Answers inquiries by clarifying desired information; researching, locating, and providing information;
    - Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems;
    - Fulfills requests by clarifying desired information; completing transactions; escalating requests to the relevant departments;
    - Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
    - Able to handle stressful situations;
    - Involves management during an escalated customer issue when necessary to satisfactorily resolve the customers concern;
    - Able to work on shifting schedules (morning, mid and night shifts);
    - Able to work as part of a team;
    - Efficiently works together with the team in reaching the personal, team and department Key Performance Indicators (KPIs) set every month based on the Service Level Agreement (SLA)
    - Communicates with management about errors with systemwebsite issues;
    - Performs other duties as assigned;


    Responsibilities in Outbound activities:
    - Outbound customer engagement in order to drive high customer satisfaction and incremented revenue.
    - Following up with customers in their welcome journeys with the goal to increase overall life time value.
    - While using live chat as the main tool, proactively initiate customer engagements with the objective to increase the overall average deposit value (upsell).

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