Customer Service Agent – 30 Hour Contract Role Summary Customer Service Agents are the first point of contact for Paddy Power Betfair customers and are responsible for answering any customer enquiries through chat, phone, email and social media. 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, phone, email and social media Proactively engage with customers on the website through outbound calling and/or 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 Full eligibility to work in Malta Happy to work mixed shifts between 6:30am – 3:30am across weekdays and weekends Excellent verbal and written English Excellent typing skills – speed and accuracy & computer literacy (above >30 wpm) 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 Customer service experience Igaming experience Experience of using Microsoft Word, Excel and the Internet A passion for sports Shows initiative, suggesting ways to improve the Paddy Power Betfair customer experience Paddy Power Betfair plc is an international sports betting and gaming operator, with a market-leading presence in the UK, Ireland, Australia and the USA, as well as a range of operations across Europe including Romania, Portugal and Malta. We operate five sports betting and gaming brands; Paddy Power, Betfair, Sportsbet, FanDuel and TVG. 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.
