Customer Service Agent providing support to healthcare clients in Berlin. Responsible for client inquiries and CRM data entry in a hybrid work setting.
About the role
- Customer Service Agent providing first line support for National Lottery customers through investigation and resolution of complaints. Actively engaging in training and promoting Allwyn's mission.
Responsibilities
- Investigating and resolving customer complaints thoroughly and fairly, ensuring outcomes are accurate and compliant with company and regulatory standards.
- Compiling high quality written correspondence
- Identify customer requirements and where possible, resolve retail and player queries e.g. account issues, customer enquiries and player system issues.
- Escalate contentious issues raised by email or letter to the respective areas of the business
- Undertake ad-hoc data entry if requested
- Be available for training as & when required
- Act as an ambassador for Allwyn, using knowledge of the organisation and our offerings to promote Allwyn in a positive way at any given opportunity whilst achieving KPI’s set.
Requirements
- Proven experience in complaint handling, customer correspondence in a regulated or customer focused environment
- Exceptional written communication skills, with the ability to write clearly, concisely, and empathetically
- Awareness of the mechanics of National Lottery products (Desirable but not essential)
- Awareness of working in a regulated business
- Strong customer advocacy and customer service
- Working in a team environment
- Familiar with Microsoft suite products
- Ability to work with several departments and key stakeholders
Benefits
- Company bonus scheme
- Matched pension contributions up to 8.5%
- 26 days annual leave + 2 Life Days (and bank holidays)
- Complimentary Private Medical
- Life Assurance
- Enhanced Maternity & Paternity leave
- £500 wellness allowance
- Access to nutritional advisor and personal trainers
- Discounted Health Assessments
- Complimentary Financial coaching
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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