Customer Experience Representative
Are you keen on delivering awesome experiences for customers, and creating memorable moments? Do you thrive in solution focused environments? Are you needing to be in a team dynamic which collaborates, engages, and kicks goals? If so, we want YOU to join our team at Odyssey Gaming Services, as a Customer Experience Representative in our stellar multichannel contact centre!
About us:
At Odyssey Gaming Services, we're a dynamic company delivering cutting-edge technology to the hospitality electronic gaming sector. Our dedicated team ensures smooth operation of all gaming machines on our network, providing top-notch support for venues. Located conveniently near Eat Street, Hamilton Ferry, and bus stops, our brand-new facility offers ample parking.
So, what's the role of The Customer Experience Team in all of this? Well, we're known as The CX Team! Operating from 8am to 4am, seven days a week, we're a multichannel contact centre committed to delivering exceptional service. We work closely with customers and stakeholders to ensure excellence in every interaction.
At Odyssey, we're all about the quiet pursuit of extraordinary!
Your role:
As a Customer Experience Representative, you will be a hero without a cape, providing awesome support to our customers. You will work with your fellow heroes in the CX team, to support our customers with all their needs. Whether that’s solving technical issues, providing reporting, or some banking stuff, chucked in for good measure, you’ll be at the forefront of Odyssey Gaming, creating memorable experiences.
Let’s take more of a glimpse into the role:
- The CX representative role(s) available are casual.
- We service and support our customers from 8am - 4am, Monday through to Sunday, shifts will be allocated across these operating hours.
- The role will support and assist customers via inbound and outbound calls, email correspondence, and case work.
- Acting as a first point of contact for our customer needs, the role will predominantly support with; troubleshooting issues with the goal to fix, assisting with variances with machine reporting, assisting with the setup and checking of membership offers/promotions and managing critical incidents which impact our customers gaming floor.
- There will be a minimum of 2 weeks of dedicated training, with ongoing upskilling and support. The training is extensive, and is designed to ensure confidence, instil knowledge, and build skills to support in delivering an excellent service and experience.
- Rostering is created and runs monthly, meaning you will know your schedule in advance, for the following month.
- The role will work in a flexible, hybrid model and will be split across our cool office, and remote working.
We are looking for you to embody qualities and experiences which align with.
- Gaming experience, such as gaming attendant and/or cashier, will be highly desirable.
- Proven customer service experience, with contact centre experience being a bonus.
- A high performing nature, with a ‘how can I/we’ attitude.
- Tech-Savvy would be advantageous, and an active interest in technology would be handy.
- Problem-Solving is your bag, and you see problems/issues as opportunities.
- A calm and composed demeanour at peak times.
- Team orientated, with a ‘better together’ mindset, and eagerness to support peers.
- Ownership and accountability come easy to you; blame isn’t your game.
- Easily celebrate wins, whilst also knowing hiccups, and mistakes, are learning opportunities.
- Stellar interpersonal skills, with a seek to understand attitude.
There is so much on offer being a part of Odyssey Gaming, competitive pay, career development, flexibility, people first culture, investment in your growth, hybrid working environment, extensive training, and an opportunity to be a part of a cool, growing business, to name a few!
Applications close Wednesday 16th April but appointments may be made prior to this so get your applications in, for more information please email hr@odysseygaming.com
