Customer Care Outbound Agent at Fieldforce Solutions Limited

Our client is a dynamic and innovative company at the forefront of the sports betting industry.

Job Summary: The Customer Care Outbound Agent is dedicated to enhancing customer satisfaction and loyalty by proactively reaching out to customers. This role involves resolving issues, providing information and promoting the company’s services through effective communication and personalized support.

Key Responsibilities:

• Outbound Communication: Conduct outbound calls to customers to address their inquiries, inform them about promotions, and resolve any issues.
• Issue Management: Efficiently identify and resolve customer issues related to accounts, payments, gameplay, and technical difficulties.
• Customer Engagement: Build strong relationships with customers by understanding their needs and providing tailored solutions.
• Service Promotion: Educate customers about new features, promotions, and services, encouraging their participation.
• Record Keeping: Accurately document all customer interactions and transactions in the CRM system.
• Feedback Loop: Collect and relay customer feedback to relevant departments for continuous improvement.
• Regulatory Compliance: Ensure all interactions comply with company policies, procedures, and regulatory requirements.

Qualifications:

• College Degree or diploma in any field; additional qualifications in customer service or related fields are a plus.
• Minimum of 2-3 years of experience in a customer service role.

Skills:

• Excellent verbal and written communication skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to work independently and as part of a team.
• Proficiency in CRM software and other customer service tools.
• Knowledge of online casino games and betting processes is an advantage.

Personal Attributes:

• Customer-focused: Dedicated to providing exceptional customer service.
• Empathetic: Able to understand and address customer concerns with patience and empathy.
• Adaptable: Flexible and able to handle a variety of customer interactions.
• Detail-oriented: Meticulous in documenting customer interactions and following up on issues.