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Finnish Customer Sustainability Partner

The role

 

The Customer Sustainability Partner plays a key role in the local market strategy for driving the best possible proactive customer service experience within local markets. The role will have full ownership of all proactive customer service communication and interactions, with key focus on driving retention of high value customers in a sustainable, effortless way, where de-risking, onboarding, Responsible Gaming, affordability will be key opportunities to differentiate ourselves as being the leader in offering our customers a proactive, safe and sustainable experience among other activities that also supports that strategy

 

What you will do

 

  • Be part of our CS Operations team and report into regional Customer Sustainability Manager
  • Ensure the delivery of a superb and highly proactive service and gaming experience to our customers
  • First point of contact for escalations from team members and support departments, proactively offering advice & sourcing solutions to ensure effective resolution
  • Identify potential issues with high net worth customers and flaws in internal processes and flag them with relevant stakeholders to ensure the improvement of day to day operations and customer experience
  • Work closely with Player Sustainability, Account managers, CS, E-service, marketing teams, payments and country team to support and drive the relevant local market strategy from a proactive service point of view
  • Monitor and analyse performance in all assigned markets and create action plans based on the performance of the key KPIs and
  • Work closely with Account Managers, CS teams and E-service to ensure the best possible customer experience aligned with our contact reduction and CX strategy and focus on creating a more effortless experience for our high value customers
  • Take full ownership of proactive outbound CS communication with key focus on sustainability, compliance and customer experience/service 
  • Retention of high value customers through relevant proactive service initiatives
  • Be responsible for proactive de-risking of customers to ensure a more effortless play journey 
  • Work closely with your country team to define local market strategy in terms of proactive outbound communication where we can improve the customer Service and experience for the customers 
  • Work closely with legal and Player Sustainability teams to ensure alignment and to improve internal communication flow around high risk outbound communication for get help, that will improve customer experience and support the ”Build on Trust” transformation 
  • Proactive customer service to ensure the best possible onboarding, welcoming and de-risking of customers, including offering benefits while managing them through the compliance tunnel
  • Responsible for ensuring the onboarding of new customers builds trust and loyalty
  • Build 1-2-1 relationships with customers to offer a bespoke proactive service
  • Ability to pre-empt a players wants and needs to make for an easy and efficient player experience
  • Drive and take ownership of various other market specific tasks and responsibilities related to proactive service, retention and relationship building of our high value customers that aims to drive revenue and business value, but still within guidelines of our sustainability strategy

 

How will success be measured in this role

 

  • Re-contacts
  • Retention rate
  • CSAT
  • Specific RG, Jira dashboard SLA KPIs

 

Your experience

 

  • Good understanding and experience with Responsible Gaming, GDPR, Player Safety processes and vision
  • Excellent communication skills
  • Native/Fluent in Finnish
  • High level of empathy
  • Proactive and solution-orientated
  • Comfortable in doing outbound communication with customers via all channels
  • Strong stakeholder management
  • Analytical mindset and able to put things in context in order to support long term business strategy
  • Eager to learn and share your knowledge with others
  • You fully identify with Kindred's values
  • Self-driven
  • Structured in your work
  • Strong product and Customer Service process knowledge

 

Application process

Click on the "Apply Now" button and complete the short web form. Please add a covering letter in English to let us know your motivation for applying and your salary expectation. Our Talent Acquisition team will be in touch soon.

 

Kindred is an equal opportunities employer committed to employing a diverse workforce and an inclusive culture. As such we oppose all forms of discrimination in the workplace. We create equal opportunities for all our applicants and will treat people equally regardless of and not limited to, gender, age, disability, race, sexual orientation. We are committed not only to our legal obligations but also to the positive promotion that equal opportunities bring to our operations as set out in our sustainability framework. Kindred has an ESG rating of AAA by MCSI.

 

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Location
Malta
The Centre Pjazza Tigné, Tigné Point, Tigne Point, Sliema, Malta, TPO 0001
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  • Office:
    Malta
  • Type of Employment:
    Full Time Permanent
  • Reference Number:
    MAR0884
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Flexible Working
Private Medical
Wellbeing Allowance
Free Yoga
Subsidised Meals
Maternity/Paternity leave
Employee Assistance Programme
3 days CSR leave
Shares
Pension
Anniversary awards
Life Cover and Income Protection
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