Customer Operations Specialist Jobs

Purpose

Work closely with the Manager of Customer Operations to and develop and implement solutions that enhance the quality and efficiency of Account Management operations.

Contribute to the development and maintenance of training materials and resources, ensuring that the team is equipped with the knowledge and tools needed to deliver outstanding customer experiences.

Responsibilities

Management of Account Management Tools & Systems:

• Provide operational support with player movements, mid-period and re-segmentation (Including Zendesk tags, CRM updates, email + IPM notifications where required and portfolio planning.)
• Execute optimizations of Salesforce & Zendesk platforms in line with the wider Account Management Operations strategy to ensure they are continually fit to service the changing needs of the Account Management Team, including but not limited to rebuilding queues/views and updates to contact automations.

Procedures & Documentation:

• Thoroughly digest and assess all product changes, releases, and compliance/business model language changes, in order to make the necessary adaptations to related processes.
• Manage a formal information and training acknowledgement process to ensure staff completion of relevant materials is documented.
• Ensure changes are communicated to Account Management team members appropriately so that no issue slips through the cracks.
• Maintain the Account Management Team Knowledge Base, ensuring process and compliance related documentation remain up to date at all times.
• Follow internal procedures, guidelines and policies especially around use of language as it relates to our Sweeps Model.

Collaborate for Success:

• Provide accurate, valid and complete information to other teams by using the right methods/tools.
• Collaborate with the Account Management staff and Manager of Customer Operations to identify their needs and customer experience gaps and seek to solve them from an operational perspective. Ensure these needs and gaps are followed up on and closed out.
• Maintain close contact and relationship with Compliance Teams and Customer Service, making sure to stay on top of changes that may impact Account Management operations.

Take Initiative:

• Always bring new ideas to the Account Management leadership team that will enhance the customer experience for the player.
• Make suggestions and improvements to processes and procedures when you see them to your manager.
• Take initiative to solve as many problems on your own as possible.

Qualifications, Skills & Experience:

• 2+ years demonstrated success in handling operational needs at large-scale customer service operations.
• Demonstrated experience in mentorship, coaching or/and development.
• Expert knowledge of customer service technologies, workforce management tools and CRMs.
• Zendesk proficiency - Ability to write macros and troubleshoot workflow challenges.
• Salesforce or comparable CRM experience.
• 3-5 years experience in an operations role supporting an online customer service organisation.

Personal Competencies:

• Communication skills. Proactively communicates; informs others of what they need to know. Utilises oral and written communication to enhance relationships across the organisation. Capably articulates thoughts and ideas in speaking and listens carefully to others. Prepares and delivers persuasive, clear messages in a style appropriate to the audience.
• Building partnerships. Identifies opportunities and takes action to build strategic relationships between one’s area and other areas, teams, departments, units, or organisations to help achieve business goals.
• Innovation. Targets important areas for innovation and develops solutions that address meaningful work issues. Identifies implicit assumptions in the way problems or situations are defined or presented; sees alternative ways to view or define problems; is not constrained by the thoughts or approaches of others.
• Planning and organizing. Determines project/assignment requirements by breaking them down into tasks, identifying resources needed and coordinating with internal and external partners.
• Attention to Detail. consistently and accurately pay close attention to even the smallest details and nuances in a task, process, or situation, ensuring high-quality work output and minimizing errors or oversights.
• Deliver results. Establishes high goals for organisation success and personal accomplishment; meets or exceeds those goals; conveys a sense of urgency and drives issues to closure.
• Problem analysis and problem solving. Works effectively with the organisation to resolve issues and proposes and implements well-conceived, logical solutions in the best interest of the organisation.

VGW Canada Inc. is committed to building an equitable, diverse, and inclusive workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. VGW Canada Inc. is an equal opportunity employer and will provide reasonable accommodation for qualified individuals with disabilities throughout the recruitment and selection process. Please advise our Talent Acquisition Specialist in advance should accommodation be required. We encourage all qualified applicants to apply, however only those selected for further consideration will be contacted.

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