CUSTOMER SERVICE HOST – French Canadian

Cape Town, South Africa

Reference	CUSTOMER SERVICE HOST – French Canadian
Contract type	Permanent

PURPOSE

Reporting to the Service Manager for Canada, the successful candidate will, as a member of the Customer Services team, be required to effectively provide a professional world class service to the needs of the organisations’ global players and customers (by telephone, email and online chats). This position entails rotational shift work based on the 24/7 operational requirements of the organisation and its clients.

JOB REQUIREMENTS
•Canadian National
•Bilingual French/English both written and spoken
•Tertiary qualification conducted in that first language or with that language as a major subject would be preferred
•Additional written and spoken fluency in any other European Languages is advantageous
•Demonstrated literacy in MS Office: Outlook and Excel
•Above average word processing skills preferred
•Strong written and verbal communication skills
•Proven knowledge in the application of Customer Services Centre technical systems
•Ability to apply new technologies and methodologies
•Highly numerate
•Proven passion for customer service.
•Demonstrated quality orientation
•Excellent CRM skills
•Excellent time management and adherence to schedule
•Experience in Canadian Markets advantageous

PERSONAL COMPETENCIES

•Assertive, confident, quick thinking
•Pro-active, organised and strong personal drive
•High numeracy, analytical, problem solving skills
•Adaptable and resourceful
•Systematic, precise, logical, accurate and thorough
•Energetic, motivated and innovative
•Excellent communication and interpersonal skills
•Sound organisational and time-management skills
•Accountability
•High stress tolerance

DUTIES

•Responding to customer queries by telephone, email and online chats.
•Processing and taking ownership of all incoming and outgoing contacts in a multimedia environment.
•Processing pertinent information into relevant databases.
•Completion of tasks assigned during shift.
•Customer relationship building and management as well as cross selling of products and services.
•Problem solving tasks during shift.
•Handling and taking full responsibility for customer related queries.
•Make outgoing calls and execute outbound campaigns to identified customers.
•Offering translation services to the organisation.
•Excellent time management and adherence to schedule.
•Performing extra tasks given by managers / shift supervisors as required.
•Translation of marketing content and contracts for other departments, including media and poker.
•Assisting the media team with deals including website and deal research.
•Hosting VIP players.
•Finding and hosting potential VIP players.
•Assisting the marketing team with the conceptualisation and implementation of Canadian promotions and content.
•Database mining and marketing for Canada.
•Content checking and translations for casino brand websites and lobbies.

Expires on

7/31/13 12:00 AM

 (by web)

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