Customer Experience Executive

Remote: St Albans, Birkirkara, Gibraltar|hybrid

Who is MrQ?

MrQ - we're an awesome, award winning online casino launched in 2018. We're big on tech, big on performance and most of all - big on fun. Over the years, we have experienced explosive growth - which means we need more rock stars to join our quest for total world domination.

Work smart, play hard - it's the underlying TL;DR of our culture. Sure, we build cool stuff, our marketing campaigns rock, and our games are the best in the biz - but we also like to have a bit of fun. Whether you work in the office or the comfort of your own home, we're the kind of people that can appreciate some spicy banter (memes are always welcome).

Driven by tech and data, MrQ wants to set new standards in the iGaming industry. We want to blow away our customers and competitors with a kickass product. With you on board, that vision becomes a reality. So what are you waiting for?

What are we looking for?

The fourth emergency service, our Customer Experience Executives are the voice of our customers and integral to the ongoing success of MrQ. With the ability to deliver a tailored service, anticipating the customer needs whilst providing vital feedback to MrQ’s core teams to continuously improve and develop our award-winning product.

Our current shifts are 4 days on, 2 days off from 8.00 am to 5.00 pm and from 2.00 pm to 11.00 pm UK Time.

What will you be doing? 

  • Handling live chat queries from our customers about a range or queries including deposits, withdrawals, gaming and safer gambling
  • Highlighting trends in contact to Senior Executives and Managers which may support early identification of issues
  • An experienced problem solver, thinking outside of the box to support in resolving the customers query in lightning speed
  • Identifying potentially vulnerable customers and ensuring they are given the right support they need as early as possible
  • Keeping our site safe and secure by ensuring you adhere to our policies and procedures, full training will be provided
  • Understanding and listening to customer complaints, attempting to resolve these at the first point or escalating correctly where necessary

    What we are looking for:

    • Zendesk experience, so you can hit the ground running
    • A keen attention to detail and know what 5* quality looks like
    • A minimum of 6 months of experience working in a high high-volume environment
    • A great understanding of the customer service industry and what it takes to be best in class
    • Previous experience in iGaming would be great, but not essential as you’ll get top-class training

    What’s in it for you?

    • Attractive Salary package
    • Additional Leave Days
    • Birthday Leave
    • Parental Leave - 4 weeks
    • International Health & Life Insurance
    • Wellness Incentives
    • Growth Allowance
    • Flexible Working Environment
    • Friendly and Multinational Environment

    Diversity and Inclusion: We are committed to fostering a workplace that values and celebrates diversity. We welcome individuals of all backgrounds and experiences, and we believe that a diverse and inclusive environment leads to innovation and success. We actively promote equal opportunities for all employees and strive to create a space where everyone's voices are heard and respected. Join us in our journey to build a truly inclusive workplace where every person can thrive and contribute to our collective success.

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