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Sportsbet Day Shift Customer Service Agent - 2304

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Sportsbet Day Shift Customer Service Agent

  • Primary Location:
    Malta
  • Contract Type:
    Permanent
  • Employment Basis:
    Full-Time
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Flexible Working

(when applicable)

Shares Plan

Careers Progression

Global Mobility

Ongoing Learning

Pension Scheme

Health Insurance

Pizza and Drinks Fridays

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Role Summary

Customer Service Agents are the first point of contact for Sportsbet customers and are responsible for answering any customer enquiries through chat and email. The value added by the Customer Service Agents is measured through first time resolution and customer satisfaction scores that plays a key role in retaining and acquiring new customers.

Key Responsibilities

• Respond promptly and effectively to incoming customer enquiries through various channels including live chat and email.
• Proactively engage with customers on the website through live chat when required.
• Build & develop strong customer relationships.
• Ensure that more complex customer issues are followed up and resolved in a timely manner
• Feedback recurring customer issues to Team Leader/Shift Leader and relevant internal departments
• Contribute to the on-going development and improvement of the Paddy Power Betfair customer experience
• Support implementation of new products, process and policies
• Contribute towards successful achievement of customer service KPI's as well as your own individual productivity, and customer satisfaction targets
• Achieve a high level of first time resolution for all customer contacts
• Respond and action requests from the management team

Must have

• Excellent verbal and written English
• Excellent typing skills – speed and accuracy & computer literacy
• Excellent interpersonal skills, with the ability to deal effectively and professionally with difficult customers
• A proven team player with a can do attitude
• Flexible approach to working in a dynamic and often hectic environment, able to multitask
• High level of customer service orientation, with a proven ability to see problems through to their resolution

Nice to have

• A passion for Australian sports
• Customer focused mentality
• Time management skills


 
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Location
Malta
Triq Kapillan Mifsud, St. Venera, Malta, SVR 1851
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This is who we are

Paddy Power Betfair is an international sports betting and gaming operator, with a market-leading presence in the UK and Ireland, as well as a range of operations across Europe including Romania, Portugal and Malta.

We are online-led, mobile-led and sports-led: and our proprietary technology, unique products and innovative marketing all combine to offer a superb experience to our five million customers worldwide.

Our spirit, talent and ambition has taken us into the FTSE 100 index of the London Stock Exchange and we now employ over 7,000 people in sixteen locations across the globe; from Dublin to Los Angeles, and London to Melbourne. Our culture rewards innovation, teamwork and we like to stay fast-moving in a dynamic industry.

On a larger scale

We are part of Flutter Entertainment, a global sports betting, gaming and entertainment provider for over thirteen million customers worldwide.

Established in 2019, Flutter merged with The Stars Group in 2020. As the parent company Flutter Entertainment now has a host of brands that sit under it including Paddy Power and Betfair (PPB), Sky Betting and Gaming, PokerStars, Full Tilt Timeform, oddchecker, Sporting Life, SportsBet, Bet Easy in Australia, FOX Bet, TVG and FanDuel in the US.

Across the globe, Flutter employs over 14,000 people across more than 40 offices and over 600 retail sites. We pride ourselves on being a responsible operator, committed to making a positive contribution to the communities we operate within.

This is your Challenge

  • Delivering product at scale for over 5 million customers, 99,9% of transactions in less than a second
  • Our systems process more than 7 million transactions every day (more than all the European stock exchanges combined)
  • Deliver high transitional products, serving more than 2.5Bn calls a day
  • Diverse and up to date technical landscape to explore, leverage and innovate
  • The products you’ll develop will comply with ambitious uptime targets: less than 50 minutes downtime expected per year
  • Continuous Integration, Deployment and Testing