Outbound Customer Relations Specialist

What You'll Do

·       Building long-term customer relationships.

·       Create added value by identifying and maximizing customer engagement opportunities.

·       Delivering a high level of service essentially via phone & email / chats / SMS in English

·       Proactively contacting customers by phone, email, and chat to reactivate, remove pain points in their activity, highlighting safer gambling tools, fulfilling AML obligations, and gathering feedback.

·       Support the AML & Safer Gambling teams by calling customers to request and assist them in supplying the relevant documents at an earlier stage of their player journey

·       Any additional tasks related to operations and player retention which management may deem necessary.

·       Following up with customers who have not yet supplied their documents.

·       Cross function communication in the form of but not limited to case management.

·       Aspire Global employees are adequately trained in Responsible Gambling in order to protect customers from harm following the relevant licensing objectives.

·       Player transactions monitoring

·       Player betting monitoring

·       Identify and manage RG interactions where required during customer interactions.

·       Relevant alert handling

·       Performing Light financial risk checks

·       Create added value by identifying and maximizing retention opportunities.

·       Daily checks on the Customers Customer Satisfaction results & feedback & acting as the voice of the customer to continuously improve customer experience.

·       Conducts themselves with the highest level of integrity and honesty.

·       Maintain a personalized relationship with players, in order to have one-to-one knowledge of customer profiles including playing behaviors, interests, likes and dislikes, in order to offer an industry-leading customer service experience tailored to the needs of the individual.

What We're Looking For

·       Excellent communication skills are essential; ability to clearly communicate both orally and written in English.

·       Industry knowledge & experience considered an asset

·       Minimum 1 year in a similar role (call center position)

·       Strives to exceed targets and management expectations whilst ensuring all aspects of performance are achieved professionally & in line with license & regulation requirements.

·       Extremely attentive to detail.

·       Organized, independent, able to manage time and workload ensuring all deadlines are met on time.

·       Have a strong grasp of internal policies & procedures.

·       Willing to work on a shift basis, including public holidays & weekends.

·       Flexible to change in focus or priority to accommodate the company’s vision & requirements.

·      Good knowledge working with the following Microsoft products: excel / word / sharepoint / onedrive / Monday.com (considered an asset but not a requirement)

·       “Raising the flag” and suggesting improvements where needed.

Company Summary

About Aristocrat

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), mobile games publishing (Pixel United) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

Travel Expectations