Call Centre Agent - Level 3

Details

Work Location Type:
On-site
Office:
Darwin, Australia
Type of Employment:
Full Time Permanent
Reference Number:
CAM0331

About Us

At FDJ UNITED, we don't just follow the game, we reinvent it.

FDJ UNITED is one of Europe’s leading betting and gaming operators, with a vast portfolio of iconic brands and a reputation for technological excellence. With more than 5,000 employees and a presence in around fifteen regulated markets, the Group offers a diversified, responsible range of games, both under exclusive rights and open to competition. We set new standards, proving that entertainment and safety can go hand in hand. Here, you’ll work alongside a team of passionate individuals dedicated to delivering the best and safest entertaining experiences for our customers every day.

We’re looking for bold people who are eager to succeed and ready to level-up the game. If you thrive on innovation, embrace challenges, and want to make a real impact at all levels, FDJ UNITED is your playing field.

Join us in shaping the future of gaming. Are you ready to LEVEL-UP THE GAME?

The role

We are looking for an enthusiastic Customer Service supervisor to manage workflow, addressing escalations, and providing guidance to the team to sustain performance and customer satisfaction

As a listed and regulated company, Kindred Group pays great attention to player safety and sustainability. Our purpose is to transform gambling by being a trusted source of entertainment that contributes positively to society. Our goal is that 0% of revenue is derived from harmful gambling.

What you will do

Ensure that the Customer Services Shift operates effectively in line with business objectives.
Ensure all processes and procedures are followed and implemented by all CS staff.
Providing supervision and coaching to all staff on shift.
Work with the shift on meeting KPIs.
Identification of training and development deficits.
Instilling a culture of excellence in service delivery.
Monitor and address conduct/attitude of all staff on shift, reporting any concerns to Management
Liaising with Accounts, Marketing and Bookmakers and VIP team to ensure a premium customer experience
Coordinating issues through Jira and Kambi Service Desk and ensure effective interdepartmental and inter-shift communication.
Collaborate with the VIP team to ensure the timely completion and accuracy of VIP folders and reviews, while also assisting with related tasks such as updating client records, coordinating VIP communications, and supporting account management activities
Perform related duties as assigned, within your scope of practice.

Your Experience

Strong understanding of customer service principles and best practices, including de-escalation techniques and customer engagement strategies
Experience in process improvement and implementing strategies to enhance efficiency and service quality.
Excellent communication and interpersonal skills, with the ability to liaise effectively with internal and external stakeholders.
Ability to handle escalations and complex customer queries, ensuring timely resolution and a positive customer experience.
Strong organizational and time management skills, with the ability to prioritise tasks and meet deadlines in a fast-paced environment.
Knowledge of compliance and regulatory requirements related to customer service and VIP client management.
Demonstrated ability to work under pressure, adapt to change, and make sound decisions in high-pressure situations.
Commitment to fostering a positive team culture, promoting collaboration, and driving continuous improvement.
Flexibility to work varied shifts as needed, including weekends and public holidays.

Our Way Of Working

Our world is hybrid.

A career is not a sprint. It’s a marathon. One of the perks of joining us is that we value you as a person first. Our hybrid world allows you to focus on your goals and responsibilities and lets you self-organise to improve your deliveries and get the work done in your own way.

Application Process

We believe talent knows no boundaries. Our hiring process focuses solely on your skills, experience, and potential to contribute to our team. We welcome applicants from all backgrounds and evaluate each candidate based on merit, regardless of personal characteristics as the age, gender, origin, religion, sexual orientation, neurodiversity or disability.