Outbound call centre agent

SUMMARY:
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POSITION INFO:

• Provide Dedicated Customer Service: Proactively reach out to existing Premium customers to provide product information and services to ensure retention.
• Manage CRM Work Items: Handle all Premium CRM work item queries and those received from other departments, ensuring timely feedback to all parties involved.
• Handle Escalations: Assist Team Leaders and Managers with any ad-hoc team escalations and provide support as needed.
• Support Service Recovery: Help with any overflow service recovery tasks as required by the Service Leaders.
• Business Development: Proactively reach out to existing Premium customers to provide product information and services to ensure retention.
• Growth: Proactively reach out to potential Premium customers.
• Client Support: Provide exceptional service to Premium customers with the aim of ensuring first contact resolution and maintaining high satisfaction levels.
• Event Coordination: Organise and participate in roadshows and events to engage with Premium customers, when required as this is not a primary role.
• Information Management: Collect and update player information, ensuring all details are accurately captured in the CRM system.
• Targeted Campaign Execution: Design and implement initiatives, promotions, and out-of-the-box ideas to retain lapsing or reacquire lapsed and inactive Premium customers.
• Feedback Loop: Act as the end-to-end feedback loop to customers on any CRM Work Items where feedback is required.
• Team Collaboration: Assist Team Leaders and Managers with any ad-hoc team escalations and assistance they may require whilst on shift.