Description:
Flexhive by Hudson has an exclusive recruitment partnership with The Lott contact centre, the customer support team assisting Lotteries & Keno players and retailers/venues across multiple jurisdictions.
We are looking for people who are passionate about Customer service!
The Lottery Corporation have multiple Full-time positions available for consultants with previous phone-based customer service experience.
As part of the Customer Support team, you will play a pivotal role in supporting players and retailers across multiple jurisdictions and all contact centre operations
- 5 Full time positions available in South Brisbane
- Full time positions - You will work across a 7 day roster
- This role will be day shifts with 2 night shifts during a 8 week roster
- Great rate of pay with penatly rates for over time and weekends
- Learn new systems, processes, and get the compliance training you need to be a success
- Coaching & development is a priority at The Lott
- WFH flexabilty avaliable after training and compotent in role
This role is different every day, but the goal is to deliver high-quality service across Lotteries & Keno customers and their retail outlets queries.
You will manage all aspects of customer service activity, The Customer Support Specilist Consultant will be responsible for the following, but not limited to:
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- Effectively question outlets/venues to gain clear understanding of issues they are experiencing.
- Diagnose faults of Lottery or Keno terminals based on systems and symptoms advised by outlets/venues.
- Clearly explain actions required by outlet/venue to enable remote troubleshooting.
- Accurately escalate to appropriate teams (Max Technology, GOC, Retail Franchise, Retail Image, DigiPOS support team, Keno Operations, Keno Finance and Keno Sales Executives) those outlet/venue issues that are not resolved through troubleshooting.
- Monitor responses to escalations to ensure requests for follow up are actioned in a quick and efficient manner.
- Understand the equipment used to connect Lottery and Keno terminals to the internet.
- Clear understanding of functions and use of Lottery and Keno terminals and peripheral systems.
- Know the functions and purpose of equipment used in outlet DigiPOS and Keno systems.
- Understand how to use Keno Windows to monitor financial transactions and Keno Terminal Configuration Host to update the terminal IDs.
- Engage with outlets to support ordering of stock, navigation of terminals, cancelling of lottery tickets.
- Ensure quality and data integrity when entering retailer/venues transactions.
- Ensure quality and data integrity when entering Keno venue tickets/jobs.
- All outlet/venue interactions and outlet/venue complaints to be accurate and detailed when submitting.
- Refer to IRIS (knowledge management tool) to provide precise product and process knowledge when dealing with outlet/venue enquiries.
- Ensure compliance and adherence to regulatory and company policies and procedures.