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Outbound Retention Specialist

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Description

Making retention calls to new or lapsed customers to discuss new campaigns and resolve any outstanding customer issues.
Providing excellent customer service to ensure customer satisfaction.
Building positive working relationships with customers to encourage brand loyalty.
Documenting and analyzing customer feedback to aid new marketing and retention strategies. 
Ensuring compliance with all applicable regulations and legislation.
Providing first-line Safer Gambling support where required.

Specific Requirements

Direct retention or sales and marketing experience is advantageous however we will consider transferable skills.
Previous experience working in the i-Gaming industry is preferred however a passion for customer service is essential.
Applicants must be willing to work within the gambling industry and be flexible to work shift patterns including evenings and weekends.
Confident, friendly, and empathetic with excellent communications skills (written and verbal).
Confidential and with a calming nature, able to deal with sensitive information and potentially dissatisfied customers.
Attention for detail and accuracy.
Good organizational skills and record-keeping.
Self-motivated with a positive approach to targets.
Excellent IT and organizational skills.

Hard Skills

  • Multi-line phone proficiency
  • Customer relations
  • Opportunity analysis
  • Relationship building
  • Marketing research
  • Customer success
  • Cold Calling
  • Advanced language knowledge
  • Advanced writing skills

Soft Skills

  • Communication
  • Self-motivated
  • Flexible
  • Organized
  • Attention to detail

We offer