Call Center - Customer Support

Mentor's is a head-hunting and direct search company specializing in management and sales positions.

• Excellent communication skills in English – both written and spoken
• Customer service experience, ideally in a multi-channel contact centre environment dealing with high amounts of contacts.
• High level of competency with Office 365
• Great with customers, particularly with the ability to deal effectively and professionally with difficult customers.
• Excellent collaboration skills. Works seamlessly well in a close-knit team
• Strong ability to take ownership of issues and work as part of a team or individually to see problems through to their resolution.
• Loves to embrace new challenges and adapt to a regularly evolving industry
• Previous experience in the UK online gaming market is highly desirable, but not a prerequisite

Your responsibilities will include:
• Providing top-class customer service across live chat, email and phone platforms (we value quality over quantity)
• Resolving customer queries, escalate and work with other teams to provide a resolution, seeing the query through to the end.
• Keeping up to date with internal updates, training and external factors which may affect our customers.
• Communicating ways to put the customer at the heart of what we do and in doing so, improving their online experience and satisfaction.
• Keeping our customers’ information up to date, in line with regulatory and legislative requirements
• Collaborating with multiple disciplines within the company to achieve resolutions both industry-related and on a customer level
• Conducting competitor research
• Working within our established shift patterns (which cover 7 days per week)
08.00 – 17.00, 12.00 – 21.00, 17.00 – 02.00

What we offer
• Competitive salary above industry standard
• Full onboarding / training package for all aspects of the role, with continuous training and development.
• Regular performance-based bonuses
• Referral bonuses
• Meal vouchers
• Night hours supplement (+25% of base rate)
• Weekend supplement (+10% of base rate)
• Private medical subscription
• Paid transportation for late night travel (for night-shift work)
• We believe strongly in professional development. We prefer to hire internally for new roles and give our best performers a chance to shine.