The position is responsible for enhancing the reputation of evoke by offering excellent customer service via Chat, Email or Phone.
What you will be doing:
- Assists customers via Chat, Email or Phone in a timely and accurate manner
- Processes customer documents where needed
- Offers support to address errors, mistakes and technical faults
- Completes customer interactions within the agreed timeframe (Average)
- Creates added value by supporting cross sell initiatives and promotional offers
- Meets or exceeds quality targets via offering excellent customer service
- Strives to ensure a high customer satisfaction level at all times
- Offers resolutions and closure to complaints and disputes through demonstrating excellent problem solving skills
- Identifies customer feedback trends and raises with management
- Takes ownership of customer disputes and manages the issue
- Responds to customers in a timely fashion and meets commitments made
- Ensures regulatory compliance by ensuring all appropriate processes are followed
- Ensures customer loyalty by representing the customer within the business and ensuring all steps are taken to resolve issues as quickly as possible.
- Offers support and assistance to colleagues
- Raises problems and challenges where necessary through the relevant channels of feedback
What we are looking for:
- Bachelor's/College Degree is an advantage, At least 2nd year if undergraduate
- With at least 6 months of BPO experience, preferred but not required
- Amenable to work on a shifting schedule
- Amenable to work on a blended account (Email, Chat, Phone)
- Experience in handling complaints handling and resolution
- Proven ability to maintain professional relationships internal/external
- Excellent verbal and written communication skills
- Proven ability to accept criticism in a professional manner
- Multi-task and deliver on assigned tasks and responsibilities
- Thrives in a fast paced environment
- Detail oriented
- Analytical
- Proactive
What we offer:
Our roles offer more than just a job, you’ll become part of the evoke family! We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer:
- Financial: Competitive salary and bonus schemes.
Hybrid working: Our employees can work from home up to 40% of the time with 60% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up!
- Paid Time Off (Service incentive leave): You’ll be entitled to 30 days leave on an annual basis, and an extra day for your birthday.
- Healthcare and Wellness: Tools and services to help support your well-being, including support with mental health and financial education.
More about evoke
We’re a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction, and ambition for the business. There couldn’t be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers. That’s the future. That’s evoke.
At evoke, you’ll benefit from flexibility and a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you.
Apply
At evoke, we prioritize diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.
Sound good? Then you belong at our place! The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage.
Apply today to kickstart your application with the evoke Family!
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