Job SummaryDedicated and prioritised Contact Centre service to all Premium Customers queries coming into any of the Contact Centre ChannelsSupport the Premium Hosts with any help they may require, which will include but is not limited to bonus calculations, comping of accounts, expediting withdrawals, prioritising deposit timeoutsManage all HVC CRM Work item queries as well as Work Items received from other departments where required and ensure feedback is provided to all involved partiesAssist HVC Hosts, Managers and Team Leaders with overflow CRM Work Item queries to ensure overall CRM Work Items are handled within SLAAct as the end-to-end feedback loop to customers on any CRM Work Items where feedback is requiredAssist Team Leaders and Managers with any ad-hoc teams escalations and assistance they may require whilst on shiftMake contact with low HVC CSAT ratings and turn the customer service experienced into a positive experienceMake contact with Premium customers who abandoned in queue and assist with their queries accordinglyAssist with any overflow service recovery tasks that the Customer Service Team Leaders may require help withWMS SecureRecruiter
