Customer Engagement Specialist, Swedish – (106274)

Location: The lovely island of Malta
 

Duties:
As a Customer Engagement Specialists at Mr Green Online Casino you will be a part of the ambition of becoming the best customer service in the industry.

Mr Green is seeking an energetic person to join their team and help start up the new pro-active chat adventure. This position is for an individual looking for a challenging role within a fast-paced growing organisation.

As a Customer Engagement Specialist, you will be assisting customers with account related questions, product information and if needed first level troubleshooting. This position is responsible for creating, maintaining and improving customer relationships by initiating the first step. You will be driving sales through product knowledge and help navigate customers through our website. You will be solely responsible for proactively reaching out to our customers on chat and at times this position may be assisting multiple customers at once.

The Customer Engagement Specialist should have a solid understanding on how each social media channel works. You will represent our Brand and provide support to current and prospective customers in a timely manner. You will be responsible to acknowledge and answer customer questions on forums and solve and potential problems when they arise.

Before joining Mr Green's superior team, we'll invite you to join our tailored training program, 'The Mr Green Academy'. Training is led by our in-house dedicated trainer. During the Academy, you will join various training sessions which will provide you with all the tools and knowledge you will need. 

The purpose for this role is to offer superior customer support to our customers, to stay ahead of the competition and increase conversion rates and revenue

Responsibilities:

  • Offer pro-active chat service, at times assisting multiple customers at once.

  • Educating customers from registering & depositing to helping navigate them through our website and assisting with inquiries when they encounter errors on our website

  • Troubleshooting (FT Testing) / Testing

  • Report, Analyse, feedback to management

  • Submit activity and send daily and monthly reports

  • Drive sales through product knowledge and information

  • Work closely with other teams especially Shift Leaders

  • Complete complaints training

  • Find and report bugs on site in cooperation with Shift Leaders

  • Build loyalty with customers by maintaining excellent relationships

  • Performing cost-benefit analyses for customers

  • Identify business opportunities by identifying prospects and developing relationships

  • Meet and exceed sales goals/targets to reach business KPI's

  • Recommend changes in products/services based on customer insights

  • Maintain Mr Greens social side (Trust pilot, Twitter, Facebook, Communities, Casino Meister Community) and be responsible to review and reply

Skills & Competencies

  • Fast Typewriting

  • Excellent written skills

  • Native level of Swedish & a proficient level of English

  • Proven work experience in sales/complaints (Minimum 2 years)

  • Positive, independent and pro-active attitude, detail and customer oriented with good multitasking and organisation ability.

  • Basic knowledge of Facebook, Twitter, Instagram

  • Highly motivated and target driven

  • Excellent selling and communication skills

  • Preferred experience in Zendesk, assisting customers through social media and Microsoft Excel

Hours of Work

We will start by running our team on a Monday- Friday basis working a 9-hour shift between the hours of 13.00-01.00am, your shift times can be flexible in between these hours. Please note, your shift schedule could change, and you may be required to work weekends if needed.

We look forward to hearing from you!

07032019

Wed, 06 Mar 2019 13:37:25 +0100

Malta

Mr Green Online Gaming

Permanent
Customer Service
Language/ Swedish, English

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