Customer Support - shifts - French and English

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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: 27.03.2020
    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 French language
    -Professional use of the English language would represent a huge advantage
    -Great communication skills, flexible and reliable
    -Good computer skills and multitasking abilities
    -Willingness for working in shifts

    Responsibilities

    Customer support agents deal with online casino players via chat and email. Agents make an important contribution to customer satisfaction by providing a prompt, efficient and courteous service.

    Responsibilities in Support:
    -Provides excellent customer service assistance to online casino clients via chat and email
    -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.
    -Is able to handle stressful situations
    -Involves management during an escalated customer issue when necessary to -satisfactorily resolve the customer’s concern.
    -Is able to work on shifting schedules (morning, mid and night shifts)
    -Is 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 system/website issues.
    -Performs other duties as assigned.
    -Will be directly reporting to the Team Leader.

    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).