Customer Care Agent

Customer Care Agent Salary: £25,000 - £27,000 Shift Pattern: 4 days /2 days off, including evening shifts and weekend work as part of the regular rotation Location: Gibraltar, Gibraltar - candidates must be based in Gibraltar to be considered* Hybrid working Our client is an innovative name in the gambling space who've successfully grown their name in the industry. They are now looking for a Customer Care Agent to join them and provide an exceptional customer experience. As a Customer Care Agent, you will serve as the voice of the customer by providing a personalised service, playing a pivotal role in our client's continued success. Anticipating customer needs, and offering valuable feedback to core teams, you will help to improve and develop their award-winning platform. As a proactive customer advocate, you will view the customer experience from all angles, leveraging tools to go above and beyond to ensure satisfaction. Responsibilities: Handle live chat inquiries related to deposits, withdrawals, gaming, and safer gambling. Identify trends in customer interactions and escalate issues to senior executives and managers as needed. Solve problems creatively and efficiently to resolve customer concerns quickly. Recognize potentially vulnerable customers and ensure they receive appropriate support. Maintain the security and integrity of our platform by adhering to policies and procedures (training provided). Address customer complaints, resolving them at first contact where possible or escalating appropriately. Key Experience: Experience with Zendesk or a similar platform to hit the ground running. Strong attention to detail and a commitment to delivering 5-star quality service. At least 6 months of experience in a high-volume service environment. A deep understanding of customer service and a drive to be best-in-class.

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