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DESCRIPTION
B2B SUPPORT AGENT – MANDARIN
Remote
Handle B2B client communication. Research and resolve issues using available tools and interdepartmental support. Process requests in a timely and courteous manner.
Responsibilities:
- Answer, support and follow up on external facing communication to ensure service is provided to the highest standards
- Research solutions to issues
- Interact with various department to resolve issues in a timely manner
- Use available tools and information resources to resolve problems
- Use a comprehensive knowledge of the website and the back office systems to investigate and resolve issues
- Administer transactions as required
- Review and follow up with deposit / withdrawal transactions in accordance with established standards and procedures
- Escalate unresolved problems in accordance with establish policy procedures and protocols
- Perform account administration according to established protocols
- Research transaction discrepancies and take appropriate action
- Monitoring of activity, including assisting in the identification of fraudulent activity or abuse
- Maintain professionalism and adhere to company standards during all interactions
- Assistance with special projects
- Perform and support other duties as assigned
REQUIREMENTS
Requirements:
- Minimum of 3 years in a position with relevant experience would be an asset
- Knowledge of Sportsbook industry would be an asset
- Basic office skills including knowledge of Microsoft Word and Excel
- High school diploma required
- Ability to think critically and draw from experience to make decisions
- Computer literacy
- Care in dealing with sensitive information
- Ability to understand both written and oral instructions in English
- The ability to organize and manage multiple priorities
- Ability to independently solve problems
- Strong customer orientation
- Excellent interpersonal and communication skills
- Goal Oriented
- Performance driven and a strong team player
- Fluent and advanced skills both oral and in specialized languages would be an asset
