Customer Support Officer

Job Description

As a Customer Support Officer at National Lottery, you will play a key role in assisting and providing customers with the best playing experience. The Customer Support Officer is responsible for maintaining customer satisfaction and assist betting store attendants through the provision of problem-solving procedures and resources. The Customer Support Officer is also responsible for driving and delivering best practices, knowledge-based content, and escalation procedures that ensure the delivery of exceptional support and service to customers and attendants. Reporting to the Customer Support Supervisor, the Customer Support Officer must direct, lead and assist customers and store attendants and give them feedback to maximise performance, whilst liaising with other departments, top management, and third parties to gather information and swiftly resolve issues. The Customer Support Officer shall handle customer complaints and enquiries as well as promoting and safeguarding Responsible Gaming practices.

Responsibilities:

• Ensuring all relevant communications, records and data are updated and recorded in the CRM System
• Assist customers with queries
• Assist betting store attendants with problems they encounter
• Escalating with other superiors, departments, top management, and third parties to resolve issues in a timely manner
• Implementing escalation procedures with internal departments, for complaints and suggestions and other day-to-day operations
• Take calls from customers and store attendants
• Recommend changes in procedures to improve efficiency
• Follow all Company and Customer Support policies and procedures
• Ensure that stakeholders receive outstanding service and customer support
• Handling of important communication with stakeholders
• Swiftly and accurately identify and resolve emerging issues
• Provide appropriate solutions and/or alternatives
• Provide accurate and complete information
• Log all calls, complaints, incidents received by stakeholders and keep service requests updated in the company CRM
• Keeping record of customer interactions including filing of relevant documents
• Properly handle, escalate and monitor major and/or unresolved issues
• Handle suggestions and complaints
• Carry out effective hardware troubleshooting, whenever needed
• Identify and escalate critical issues to top management
• Recognize, document, and alert the management team of trends in calls
• Follow up on Service Requests to ensure resolution
• Surveillance by means of CCTV monitoring
• Handle CCTV Footage Requests according to establish procedures
• Handling of online (lottery.mt) queries, whenever needed
• Report any noticed suspicious behaviour, be it of compliance, regulatory or procedural nature
• Promptly respond to any incidents needing corrective intervention
• Diagnose errors or technical problems and determine proper solutions minimising downtime
• Cooperate while sharing knowledge and information with all internal teams and external stakeholders
• Maintain excellent communication, exceptional organisational ability, and great attention to detail
• Pre-empt and identify issues while suggesting solutions
• Keeping current with all company’s product information, promotions, and advertisements

Requirements:

• Proficient in relevant computer and Microsoft Office applications and familiarity with CRM systems
• Shows ability in monitoring and maintaining computer systems
• Be smart and have a pleasant personality
• Be able to work as part of a team on a shift basis
• Ability to troubleshoot technical equipment
• Possession of a clean police conduct
• Any customer support experience together with knowledge of lottery, sports betting, Slots and bingo games will be considered an asset
• Excellent data entry and typing skills
• Strong command of verbal and written communication in the English and Maltese language
• Ability to multitask effectively and handle stressful situations without supervision
• Be flexible to team needs. Availability to work shifts and weekends as required
• Maintain excellent communication with all stakeholders, exceptional organisational ability and high attention to detail
• Must work well both individually and as part of a team
• Knowledge of dealing with customers
• Customer focus and adaptability to different personality types
• Strong phone and verbal communication skills along with active listening
• Experience in customer service is essential
• Team management experience
• Possess leadership skills to train, motivate and assess the Customer Support Team
• Ability to prioritise, manage, assign and monitor multiple open cases at any given time
• While similar work experience is preferred, on-the-job training will be provided

Email: [email protected]
Helpline: (+356) 2600 7000