Customer Services Representative

Location Taipei, Taiwan
Job Type Permanent
Salary Dependent on Experience.
Reference 30269

Job Purpose:
To handle customer communication on behalf of the company, researching and resolving customer issues, using available tools and interdepartmental support. Problem solving, administering the customer’s account.

Essential Job Functions / Main Duties & Responsibilities:
• Answer and support customer facing communication in required languages, and translate emails, website information and any other matter as requested.
• Research solutions to customer issues
• Interact with various department to resolve customer issues
• Use available tools and information resources to resolve problems
• Use a comprehensive knowledge of the company website to investigate and resolve issues
• Escalate unresolved problems in accordance with establish policy procedures and protocols
• Administer client account management including updating notes in accounts
• Research transaction discrepancies and take appropriate action
• Monitoring of customer activity, including assisting in the identification of fraudulent activity or abuse
• Amending / adjusting transactions in customer accounts when necessary or instructed
• Maintain professionalism and adhere to company standards during all interactions
• Assistance with special Customer Services projects
• Other tasks and duties as assigned

Skills & Qualifications:
• Ability to think critically and draw from experience to make decisions
• Computer literacy
• Care in dealing with sensitive information
• Ability to understand both written and oral instructions in English
• Ability to write, read and speak in the required languages
• Ability to deal with ambiguity and identify customer’s needs
• The ability to organize and manage multiple priorities
• Ability to independently research solutions and solve problems
• Strong customer orientation
• Excellent interpersonal and communication skills
• Performance driven and a strong team player
• Fluent and advanced skills both oral and in specialized languages would be an asset
• High school diploma required
• Flexible and has the ability to quickly adjust to frequent process and information changes

Knowledge & Experience:
• Minimum of 3 years in a position with relevant experience would be an asset
• Knowledge of Sportsbook industry would be an asset
• Basic office skills including knowledge of Microsoft Word and Excel

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