**Job Opportunity**
We are seeking a professional to fill a critical role within our organization. As a Customer Service Representative, you will be responsible for ensuring exceptional customer experiences.
Key Responsibilities:
* Maintain an abandoned call rate of less than 3% and ensure follow-up on all abandoned calls with cases logged in Salesforce.
* Monitor all open cases in Field Service Lightning, flagging and escalating exceptions and delays as needed.
* Perform proactive callback engagements per week, focusing on customers inactive for over 3 months or as directed by the manager.
* Follow up on all calls within 60 minutes of case creation and update case notes accordingly in Salesforce.
* Support technician roster management by updating schedules as instructed by team leaders or managers.
Requirements:
* Prior experience in customer service, helpdesk, or call center environment.
* Familiarity with Salesforce (or similar CRM software) and Field Service Lightning preferred.
* Proficiency in Microsoft Office Suite (Outlook, Word, Excel).
* Demonstrated ability to provide excellent service under pressure.
* Experience working in a team-based environment with shared goals.
About Us:
We are a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide every day.
Benefits:
* We offer a supportive work environment that fosters growth and development.
* A competitive compensation package and benefits program.
* The opportunity to work with a talented team of professionals.
Travel Expectations:
No travel is expected for this role.