Junior Associate - Customer Support

This role is responsible for handling customer communication, researching and resolving customer issues using available tools and interdepartmental support.

Knowledge & Skills

• Ability to think critically and draw from experience to make decisions
• Fluent skills both in written and oral communication in English
• Ability to understand both written and oral instructions in English and prepare well drafted emails with excellent writing skills
• 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 & computer literate
• Excellent interpersonal and communication skills
• Performance driven and a strong team player with exceptional time management skills
• Flexible and has the ability to quickly adjust to frequent process and information changes

Qualifications & Experiences

• School leaver/ Diploma in Business/Hospitality/Sales and Marketing Management or relevant field
• Minimum of 1 year in a similar customer service role with relevant experience will be an added advantage
• Prior customer service experience working with foreign clientele will be an advantage
• Knowledge of Sportsbook industry would be an asset
• Google sheet and Microsoft Office skills
• Willingness to work on a rotational basis (24 x7 clock)

• Answer and support customer queries
• Research solutions to customers' issues
• Interact with various departments to resolve customers' issues
• Effectively navigate through the given tools and information resources to quickly and effectively answer customer enquiries
• Escalate unresolved problems in accordance with established procedures.
• Research discrepancies and take appropriate actions
• Maintain professionalism and adhere to company standards during all interactions
• Constantly review and digest all communication and information sources to maximize knowledge and skills
• Maintain a consistent and professional approach to all customer queries
• Other tasks and duties as assigned