Support Expert (Belgian Dutch Speaking)

  • Basis:  Full-Time
  • Closing Date:  14 Dec, 2019
  • Job Ref:  KMP-50249

Job Description

The Role:
Our high-value customers are key to the success of our business. The Support Expert (Belgian Dutch-speaking) will be the first point of contact for all high-value contacts coming to the customer service of Kindred Group, ensuring the delivery of the world-class customer service. The role will also be looking to build relationships with our high net worth customers, increase their loyalty and provide an excellent all-round experience.

What you will do:

  • First point of contact for any incoming contacts from high-value customers via all available channels (live chat, email and phone)
  • Provide best in class customer service to the customers, handle customers’ day to day queries, problems and complaints to the highest of standards
  • Build relationships with valuable customers through positive contact resolution and providing proactive account services
  • Follow up on customers feedback ensuring the right action is taken at the right time
  • Proactively ask customers for feedback, flag it with the relevant stakeholders to ensure the improvement of day to day operations and overall customer experience
  • Acquire knowledge of customers, build profiles including playing behaviours, likes and dislikes and make use of this information to offer the most personal and relevant service
  • Drive business success and act as the voice of the customer by providing feedback and innovative ideas
  • Always keep a player sustainability mindset and act as trust and responsible gambling ambassadors
  • Collaborate closely with other departments like player sustainability, payments and customer support teams to ensure a positive and safe gambling experience

How will success be measured in this role:

  • Retention rate
  • Number of actives
  • CSAT, knowledge and friendliness
  • Personal performance (contact quality, team contribution)

Your experience:

  • Native level of Belgian Dutch
  • Work experience in a customer services environment
  • Experience in high-value customer-facing role as an advantage
  • Excellent written and verbal communication skills
  • Responsible and reliable, excellent team player
  • Great organisation, planning and prioritisation skills, with strong attention to detail
  • Commitment to providing world-class service to valuable customers
  • Able to work autonomously and to tight deadlines, effectively prioritise and deliver to a high standard whilst under pressure
  • Have a genuine passion for the online gaming industry, either as a customer or through work experience in the industry