Escalation Specialist
Job Description
We need you to join the Escalation team and be there for the entire customer experience department to help with tricky cases and high-level escalations. Are you analytical, a team player and can bring the best out of people? Do you have a keen eye for detail? Then this is the opportunity for you!
As an Escalation Team member, you set an example and promote a strong work ethic in having a good knowledge base in your head and in being able to find information but also by fostering team work and a positive atmosphere amongst your colleagues. You will be a point of escalation for more complex customer experience cases; investigate, resolve and analyse issues in an urgent and proactive manner; working towards strict service levels.
You will be working on non-customer facing tasks, however, these tasks in turn aid the entire Customer Experience department to be able to provide a great service for our customers.
Your goal is to constantly work on improving our processes and in turn, our customer satisfaction and retention. How? By analysing the situations and cases; liaise with the Escalation Manager regarding any new issues or suggested changes, assisting the Escalation manager with ad hoc tasks; liaise with 3rd parties and other departments to improve our service; and most importantly, thinking out of the box!
Requirements
- Review cases to solve more advanced queries from customers
- Analyse what kind of issues we mostly see and report it if there are a lot of common issues
- Make a plan of how to solve the cases in the quickest and most efficient way while still ensuring that we give the best quality and service possible
- Come up with better flows for such queries
- Have meetings with third parties and other departments to improve our customer experience flow.
- Large pay-outs for our customers
- Ad hoc tasks
- Be available to colleagues when needed (via internal chat / email / on the floor) while still doing your own tasks
- Be willing to help out with other teams’ tasks, eg. chats and emails
- Analyse and review the accounts
- Come up with payment plans for our larger payments
- Provide a great service to all our customers
- Handle sensitive data and tasks.
Benefits
ComeOn Group in short
Founded in 2008, ComeOn Group is a leading global player in the rapidly growing iGaming market. Having launched its first online brand in 2010, ComeOn Group is running a wide range of exciting brands across multiple markets. Operating more than 20 brands on its proprietary platform providing a secure, innovative and entertainment-led player experience across casino and sports betting. ComeOn Group is an international employer within the iGaming industry and has over 500 talented employees across 7 main locations.
So what can you expect from ComeOn as a place of work?
At ComeOn, we have adapted a Hybrid Work model which means that we offer our employees an option to pick their workstation for the day. Want to work from the office a few days a week and some days from home? That’s totally fine with us! ComeOn is known for their inviting and vibrant offices that offer creative areas for collaboration and desk set-ups designed for a Hybrid Work model. When you visit one of our offices you will always be welcomed by a friendly face that will take good care of you. It’s our curiosity that drives our innovative business forward and we work hard in a #runtogether spirit and we always make sure to top it up by #havingfun! You will not regret picking ComeOn as your next place of work.
Want to know more about us just visit our website www.comeon-group.com or any of our social media channels to take a deep dive into our culture!
ComeOn Group winner of 2021 IGA Awards:
The ComeOn Moment
That moment when right before the roulette ball stops, or during when the penalty shoots out in the world cup final, when time slows down, when every heartbeat can be felt, when you think, whisper or scream ComeOn, ComeOn, ComeOn!
You don’t have to be a gambler to work at ComeOn Group, but you have to understand the power of having something at stake, with the potential to win or lose. We have all experienced this, if not with money on the table, maybe it was our hearts!