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About The Role

Additional Information

Key Responsibilities:

• Provide first point of contact for on-line Bingo customers
• Meet and greet Bingo customers entering the chat room and congratulate them when winning
• Maintain a pleasant, fun and safe environment for all Bingo customers ensuring Terms & Conditions are followed and there is no offensive conduct
• Converse with customers within the chat rooms, bringing entertainment through creativity, flare and out the box thinking to engage customers in continued conversations
• Resolve customer queries efficiently and effectively
• Ensure a good understanding of all online bingo promotions, current marketing campaigns and Social Media channel interactions, ensuring this information is shared with customers.
• Follow the clubs and rooms rota on a shift-by-shift basis to ensure that the priority rooms are covered at all times and appropriate cover is provided across the site.
• Cover un-hosted rooms at short notice if required or requested to by Supervisors or team members. Provide support and assistance to other Chat Hosts when required
• Complete shift reports for every shift and ensure the report is communicated to the Supervisor team
• Check e-mail accounts daily for any amendments to procedures and review Confluence for a point of reference on a daily basis for clubs and rooms rota, daily buzz information and jackpot winners.
• Ascertain troublesome customers and be responsible for blocking the customer from chat rooms if necessary
• Be aware of inappropriate nick names, racial comments, offensive chat and be responsible for blocking the customer from chat rooms if necessary
• Report any IT related issues or individual customer game play issues fully outlining all specific errors and escalate to a member of the supervisor team, whilst maintaining control of the chat room and keeping customers fully informed of any updates.
• Actively suggest ideas and mechanics for Community offers, in addition to their regular game play which will retain customers to Gala website.
• Be aware of site development possibilities and escalate any potential improvements to management.
• Promote company through all customer interactions, maintaining a positive professional attitude in any written or verbal conversations.
• Perform any additional ad hoc duties as and when required.

Qualifications and Educational Requirements:

• Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s Degree, any field.
• Specialist Skills and Experience Required At least a minimum of one year Customer Service experience On-line chat room experience environment desirable Excellent English written communication skills Excellent knowledge of Internet Explorer, Firefox, Google Chrome, Word and Excel.
• A good understanding of MS Office, Excel in particular. Excellent typing skills Sales experience is desirable Flexible approach to workload.
• Ability to deal with on-going issues while coping with interruptions Meticulous attention to detail
• Ability to multi-task in a busy on-line environment Calm and level headed under pressure
• Ability to remain tactful, respectful and unbiased Ability to enforce terms and conditions to on-line customers Self-motivated with a keen interest, passion and understanding of traditional media and online techniques.
• Creative, forward thinker.

About The Company