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UK Outbound Agent

Job Description

The Outbound Agent’s main objectives are to increase our customers’ loyalty, give a positive personal feel of our brand, get our players to start playing at our site, reactivate our existing players and doing welcome calls to real money players.

 

Primary Areas of Responsibility:

  • Performing outbound calls
  • Represent the company towards our customers
  • Increase the loyalty of our customers in each point of contact with our customers
  • Increase the attitude vs our brand
  • Increase the likelihood of that a customer will recommend the company

 

Tasks:

  • Contact with customers that have signed up but are not yet real money customers
  • Contact players in a friendly way
  • Leave as many customers as possible with a positive attitude
  • Convert as many customers as possible to make their first real money deposits

 

Welcome calls:

  • Contact players in a friendly way
  • Leave as many customers as possible with a positive attitude
  • Ensure that the customers get a first good impression of the company
  • Pass forward potential VIPs
  • Pass forward Customer Service questions if you cant answer them

 

Reactivation to inactive players :

  • Contact players in a friendly way
  • Leave as many customers as possible with a positive attitude
  • Try to make the company top of mind when it comes to casino sites
  • Convert as many customers as possible to make another real money deposit

 

Analyze and improve KPIs

  • Where applicable, go through with Manager the KPIs as conversion, customer satisfaction surveys, reactivated customers etc

 

Processes, routines and back office

  • Where applicable, come up with suggestions for improvements on the back office, how to improve the efficiency of the work tasks
  • Come up with suggestions for improvements for the web site to improve top players’ satisfaction

 

Cooperate with other teams

  • Cooperate with teams in Costa Rica and the team in Stockholm

Ref:

Location

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