Customer Support Advisor - Late Shift
Bally's Interactive is looking for a Customer Support Advisor to join its fun and fast-paced contact centre. The role involves supporting players across the UK, Ireland, Europe, and various international markets by managing enquiries related to payments, verification, betting, and general account queries.
In this position, the advisor will leverage exceptional communication skills and a high-energy approach to engage with players via email and live chat. The role requires the ability to switch between different markets and brands throughout a shift, utilising real-time translation tools to assist players in their own language. A core aspect of the role is managing the LIVE KYC (Know Your Customer) process to ensure efficient player verification and a seamless onboarding experience.
This role operates on a fixed 5-on, 3-off shift pattern, with shifts running from 17:30 to 03:00, Monday to Sunday. The successful candidate will be a proactive problem-solver dedicated to service excellence and embodying Bally's Interactive's commitment to a fun and engaging workplace.
- Serve as the primary point of contact for players across digital platforms and territories, leveraging real-time translation tools to effectively manage concurrent multilingual interactions.
- Communicate effectively and efficiently with players via live chat and email, with occasional outbound calls to players when required.
- Switch between markets and brands as demand shifts throughout the day, holding the same standard of service in each one.
- Complete LIVE KYC verifications in line with the regulatory requirements of the territory the player is in.
- Keep on top of products, promotional offerings and tools, including how these differ from market to market.
- Take ownership and follow escalations through to resolution.
- Manage tasks efficiently and on time while working to meet and exceed agreed KPIs.
- Collaborate with colleagues across all departments and locations on projects and attending relevant meetings as required.
- Strive to resolve everything, first time, every time.
- Contribute to, and promote, a positive working environment.
- Become a role model and inspire others.
- Must be 18 years of age or over (required).
- Passionate about providing excellent customer service (required).
- Experience of handling Live Chat, email, and telephone queries (required).
- Exceptional verbal and written communication (required).
- Comfortable supporting players from different countries and cultures and adapting approach accordingly (required).
- Able to investigate issues, solve problems, and deliver first-contact resolution (required).
- Able to think fast under pressure and move between markets without losing your thread (required).
- 25 days annual leave, plus the bank holiday allowance.
- 35% hourly uplift for hours worked between 11.30pm-2am.
- Health insurance.
- Volunteering days.
- Home office allowance.
- Wellness or Gym allowance.
- Flexi-block policy allowing you to work abroad for up to four weeks a year.
- Annual Summer and Christmas parties.
Bally’s Corporation (NYSE: BALY) is a global casino-entertainment company with a growing omni-channel presence. Bally’s owns and operates 19 casinos across 11 states, along with a golf course in New York and a horse racetrack in Colorado, and holds OSB licenses in 13 jurisdictions in North America. The acquisition of Aspers Casino in Newcastle, UK, expands its international reach. It also owns Bally Bet, a first-in-class sports betting platform, Bally Casino, a growing iCasino platform, Bally’s Interactive International division (formerly Gamesys Group), a leading global interactive gaming operator, and a significant economic stake in Intralot S.A. (ATSE: INLOT), a global lottery management and services business. With 11,500 employees, its casino operations include approximately 17,700 slot machines, 630 table games, and 3,950 hotel rooms. Bally’s also has rights to developable land in Las Vegas at the site of the former Tropicana Las Vegas.