Customer Service Representative

The Customer Service Representative will support the day-to-day administrative functions of the Customer Service Department, including: The Caribbean Lottery Retail Store and Prize Payment Centre(s), Customer Issue Resolution and Game Draw Coordination.

CUSTOMER SERVICE REPRESENTATIVE

OVERALL OBJECTIVE & PURPOSE 

Reporting to the Business Operations Supervisor, the Customer Service Representative will support the day-to-day administrative functions of the Customer Service Department, including: The Caribbean Lottery Retail Store and Prize Payment Centre(s), Customer Issue Resolution and Game Draw Coordination.

The Customer Service Representative will be an ambassador for the company, modelling IGT values and reinforcing the company’s mission and vision for the attainment and alignment of business goals and objectives. 

PRINCIPAL DUTIES & RESPONSIBILITIES 

• Supports the execution of functions within the Customer Service Department, ensuring consistent, timely, successful delivery of department goals and KPIs within deadlines and budget, while maintaining a high level of confidentiality, professionalism and approach demonstrative of the IGT values

• Conducts all duties in strict compliance with industry and business regulations, policies and processes, escalating “red flags” to management 

• Works closely with internal and external stakeholders to coordinate, execute and follow up on department responsibilities, including but not limited to:

- Sales of games and services (instore and at external company events/ sponsorships/ partnerships)

- Drive the “Winner” experience and execute winner awareness initiatives, including prize processing (from ticket validation to disbursement), winner interviews and presentation, photo and video recording, preparation and distribution of winner awareness material (eg. posters) and other activities as identified

- Coordinate and execute Game launches, promotions, events, activations, seasonal initiatives, branding and visibility requirements (instore and at external company events/ sponsorships/ partnerships)

- Facilitate Customer Query Investigation & Resolution- Troubleshooting and resolution of general customer complaints, queries and issues, including but not limited to: sales, reversals, prizes and winnings, agent payments, settlement issues etc

- New retail agent prospecting, recruitment and onboarding (including training)

- Existing retail agent relationship management and retention process through escalated issue management, resolution and support, including training, escalated issue/ query resolution, bad debt (AR) management and follow up

- Call routing & management - Manages and redirects inbound calls; captures, delivers messages and follows up where applicable

• Ensures the Retail Store and Prize Payment Centre represents the model agent location, through proactive, sustained, consistent execution and delivery of company best practices backed by a high level of professionalism and pleasant customer service experience

• Coordinate specific aspects of the Game Draw process (as per outlined business process), working closely with identified internal and external partners 

• Assists in the preparation and reconciliation of business purchasing/ payment process (where applicable), including: PR preparation, recording and processing (as per company process)

• Ensures accurate and timely tracking, accounting and reporting of activities within the department, including sales, cash logs, promotions, customer feedback, inventory (including float, instant tickets etc.)

• Executes administrative functions as assigned and ensures department’s databases/ filing/ archiving systems are up-to-date and in compliance with business policy 

• Champions IGT’s “Customer First” philosophy, clearly demonstrating and articulating IGT’s mission, vision, values, goals, objectives and targets

• Is an ambassador for our company, actively participating and supporting company activities, events and employee volunteerism initiatives 

• Enables an environment of professional, innovative, timely, efficient service levels across the business

• Performs any additional duties and responsibilities as assigned

REQUIREMENTS

ACADEMIC BACKGROUND

Diploma or equivalent experience; Associates Degree an asset

EXPERIENCE

Minimum two (2) years in customer service and administrative roles

ESSENTIAL REQUIREMENTS

• Moderate Computer Literacy skills, with experience in MS Office programs (including but not limited to Outlook, Word, Excel, Power Point)

• Highly professional attitude with outstanding interpersonal and communication skills and a passion to deliver stellar customer service

• Genuinely demonstrates a high level of integrity and maintains confidentiality of information acquired on the job

• Focused, disciplined and self-motivated, maintaining a positive attitude and proactive, solutions -focused approach, even if performing under stressful circumstances 

• Well organized with strong time management skills 

• Creative, out of the box thinker, with a natural passion and drive for success, with a keen eye for detail 

• Flexible to be rostered to work extended hours including late evenings, weekends, public holidays

• Strong organizational skills, attentive to details and ability to follow up 

• Strong communication skills fluent in English and articulate with strong written, verbal and presentation skills

LANGUAGES 

Required language: English 

Level: Advanced