Associate - Customer Support

Full Job Description

Global Tote Lankan (Private) Limited is a subsidiary of The BetMakers Technology Group (ASX:BET) which has become a key technology solutions provider for the wagering industry globally. The Global Tote Lankan, was established in August 2017, with just six staff, as an IT service provider for the BetMakers Technology. Over the span of just a few years, the Global Tote Lankan team has expanded to 110+ staff as we cater to a growing list of international clients.

Global Tote Lankan team is now an integral part of the BetMakers Technology, working closely with software development teams based across Australia, seeking to equip clients with the right technology solutions to solve their operational challenges. These solutions have become the foundation for companies to succeed in competitive environments and to achieve increased returns on their IT investments.

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

Responsibilities and Duties

● 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

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

● Higher education would be highly regarded (e.g. Higher Diploma/ Diploma)
● Problem solving skills
● Customer service skills
● Knowledge of Sportsbook industry would be an asset
● Google sheet and Microsoft Office skills
● Willingness to work on a rotational basis (24 x 7 clock)