Customer Relations Associate

Customer Relations Associate

Are you passionate about great customer experiences?

Do you thrive on customer satisfaction?

Who we are

Simplicity is a services provider to Bally’s Interactive is the digital arm of one of the world’s leading entertainment providers, Bally’s Corporation, with tens of millions of players across the globe and big plans always in the works.

Our brands and sites include market movers and shakers like Vera&John, Yuugado, Intercasino and many more. We make our mark by embracing the diversity of our global team, challenging ourselves, and striving to make a difference for our players.

Well, what about the team?

The Customer Support team forms part of the wider Operations department at Bally’s Interactive. We provide frontline support across our brands, building caring and long-lasting relationships with everyone from brand-new players to seasoned experts. In our day-to-day mission, we work closely with teams such as Risk, Responsible Gambling, and Retention, to help the company keep its finger on the pulse of player needs.

So, what will you be doing?

Supporting our customers by providing a great customer experience aligned to our values

Engaging with customers via chat and email, be relentless in resolving their issue, minimising customer disruption

Providing proactive updates to customers where required, ensuring a great experience

Working with your team to highlight any issues causing our customers unnecessary challenges

Taking ownership of the customers journey through their queries and seek to provide a seamless customer experience

Contributing to your team and department performance through meeting your agreed weekly targets

Keeping on top of department KPIs such FCR, CSAT and Average Response Times at all times

Supporting business change initiatives through a positive work ethic

Adopting a commercial mindset, seeking opportunities to convert customers and cross-sell to other products at all touchpoints

Liaising with internal teams (Risk Operations, Payments, Compliance, Marketing etc) to effectively resolve customer queries

Escalating important issues through the appropriate channels, ensuring there is a flawless feedback loop to management

Suggesting improvements to the customer journeys as appropriate

And what are we looking for?

Experience in a similar role, working for an online business in a customer service or payments capacity

Experience in identifying opportunities to upsell or cross-sell additional products or services

Have good analytical skills, a problem-solving mind-set and great attention to detail

Able to understand and relate to the customer's feelings and perspectives.

Able to to manage communications across various platforms, such as phone, email and chat

Able to follow up with customers to ensure satisfaction and maintain relationships

Have good commercial awareness and a great team player

Able to be flexible to work evenings and weekends if required

This is what you'll get

Different benefits packages are tailored to fit each location, but here’s a taste of what may be on offer

- Annual leave

- Annual bonus

- Health insurance

- Company share scheme

- Volunteering days

- Home office allowance

- Wellness or Gym allowance

DNA / Values

At Bally’s Interactive, we are driven by a set of core values that we like to call our DNA. We strive to embody our DNA and keep them at the heart of everything we do!

We are Always Ready to embrace change, adapt, and do what it takes to delight our customers. We believe that You Make the Difference, which is what gives our players the best experience and keeps them coming back. We are All One Team, looking out for each other, respecting diversity while connecting through a common purpose. Our teams are Learning Every Day by showing constant curiosity and the drive to learn from successes, mistakes, new experiences, and the people around us. At Bally’s we Love to Lead by thinking differently, seeking innovation, and always looking for ways to raise our game.

Equal Opportunities

At Bally’s Interactive, we are committed to promoting equal opportunities in employment and working conditions.

Diversity, Equity and Inclusion are important to us, and we encourage a culture where everyone can be themselves at work.

We believe passionately that employing a diverse workforce is central to our success, this is our superpower.

We do not discriminate against employees or job applicants on the basis of race, colour, nationality, ethnic or national origin, age, sex or sexual orientation, gender reassignment, religion or belief, marital or civil partner status, pregnancy or maternity, political opinion or disability.