Customer Support Specialist Consultant

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

**Our Customer Support positions**:

- 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

**Why The Lottery Corporation?**
- Exciting National AXS listed company
- Thorough job training provided with supportive team leaders.
- State of the art offices located in South Brisbane.
- Equipment such as laptop and headset provided.
- Fantastic company culture.
- This is not a sales role This is a customer service position

**Duties and responsibilities**

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:

- 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.

**Your experience**

The role demands professionalism and strong interpersonal & communication skills towards all customers.
- Previous experience in a phone-based customer service environment and conflict resolution
- Experience in working in a regulated and controlled environment preferred but not essential (financial services, telco or utilities for example)
- High standard of written, verbal communication and active listening
- Proficient with different systems (Windows-based software)
- Adaptability to different personality types and ability to multi-task
- Ability to de-escalate situations involving dissatisfied customers, offering patient assistance and support
- Past exposure to technical / IT support would be a great addition to your skills but this can definitely be taught
- Demonstrate The Lottery Corporation company values