Bucureşti Sectorul 1, B-dul GHEORGHE MAGHERU, Nr. 1-3, SPATIU BIROURI A, Etaj 1
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To be “the face” of the Company delivering expert knowledge and superior gaming quality
Representing and maintaining the Pragmatic Play Brand by consistently adhering to the Company presentation and grooming policy and procedures
To present all games in the required professional manner, showcasing exceptional presenting skills at all times in line with the Company performance expectations
The ability to engage players and immerse them in the live dealer experience
Administering a professional level of technical proficiency in all games with the ability to explain all game rules to players
To remain fully aware of your performance at all times and ensure compliance with the Pragmatic Play Brand Guidelines
Carrying out all gaming operations in line with the current legislation and to the required Company standards of efficiency, security and customer service
To have an active role in the companies continuous improvement plan to achieve plans for future growth within the company
Contact all overdue clients (minimum of 30) on a daily basis mainly by phone
Review 31-60 days and 60+ days balances on a daily basis
Early contact, by phone, with new clients regarding set up fees
Influence clients to pay within agreed timescales to ensure accurate and timely cash collection as per age debt listing
Provide regular updates to targets and plans to achieve goals
Review payments through BACS, cheques and wire transfers on a daily basis
Log all client communication and update new contact details
Report on the top 40 clients on a weekly basis in a meeting with the team leader and UK Finace
Produce dunning letters and letters before legal action in line with the monthly checklist
Work with the Billing Officers to resolve promptly all relevant non payment
Provide the Money Movement team with relevant amounts to be collected through direct debit
Manage unallocated cash outstanding on the ledger, this includes communication with ADP Finance in India
Manage unallocated credit notes on ledger
Respond to clients and internal business associates on the Footprints system and shared Collections e-mail inbox, in line with agreed timescales and performance metrics
Assist the team leader with projects and ad hoc requests
Update process documentation monthly for any changes
Escalate concerns, difficulties and disputes to the team leader on a timely basis
Support other team members
Ensure the telephone is answered promptly and professionally
Deal with members’ email queries promptly and efficiently, in accordance with company procedures;
Process all incoming phone calls from customers and manage all requests, changes and cancelations as necessary;
Interact with a diverse customer base;
Input and access data on multiple systems;
Clearly and concisely log and track detail of issues arising , ensuring to report recurring queries in order to minimize repeat callers;
Maintain an up-to-date level of product and procedure knowledge by being attentive to and acting upon information advised in e-mail update, team meetings, training and other briefings;
Perform all duties in an efficient, professional and courteous manner at all times;
Maintain regular, consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health and safety procedures;
Pursue personal development of skills and knowledge necessary for the effective performance of the role;
Look at opportunities to make changes and improve the processes where possible;
Maintain at a minimum, target levels of productivity and performance, as outlined by your Manager in relation to call times, idle times and other performance metrics as they arise;
Help maintain a good team and working environment through assisting fellow employees and participating constructively in team meetings;
Undertake duties of a general nature or additional tasks as may be required from time to time by your Manager or other designated authority figures
Act as a single point of contact for phone calls and emails from Company’s end users regarding IT issues and queries
Incident Management
Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
Assign unresolved Incidents to appropriate Tier 2 Support Group
Log all Incident/Service Request details, allocating categorization and prioritization codes
Keep users informed about their Incidents’ status at agreed intervals
Associate Incidents with other records (. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
Provide first-line investigation and diagnosis of all Incidents and Service Requests
Verify resolution with users and resolve Incidents in ITSM tool
Escalate Major Incidents to senior analysts
Provide 1st/2nd line support to end users (via application consoles and Remote Assistance) related to computer systems, software, hardware and Mobile devices. Properly escalates unresolved queries to the next level of support
Undertake all required day to day activities of an assigned portfolio of accounts to ensure Collection targets are reliably and consistently met. Day to day activities include responding to customer queries; inbound telephone calls; outbound telephone calls; problem resolution on behalf of customers; negotiation of extensions of time to pay where appropriate; account reconciliation; monitor the security/collateral files; assess client’s financial status and monitor existing customer credit line and call out for risks and opportunities; order release; set up payment plans;
Assist to collect and prepare collection reports on weekly basis and evaluate process and measure efficiency of all portfolios and forecast all monthly collection objectives
Maintains the privacy of customer information and the security of all records
Where delegated, exercise a decision-making capacity to place customers on, or remove them from, Stop Credit. Where delegation is exercised, justification for decision must be complete, appropriate and documented in accord with procedures. Where not delegated, any escalations should be complete, appropriate and contain a justified recommendation.
Identify potential Bad and doubtful debts within customer portfolio or other potential operational risks or non-compliant activities and escalate in designated appropriate manner. As well, manage 3rd party collection agencies and prepare information for Legal
Perform analysis to determine and approve Credit Limits for all customers using in-house tools as well as external information to link business requirements with risk exposure
Risk exposure analysis on existing receivable portfolio, as well as future sales
Collaborate with the Marketing team to understand their campaign objectives
Assist with definition of data segments and configure / execute time and trigger-based campaigns
Configure our platforms for campaign deployment
Create queries and list pulls for direct marketing campaigns to prospects and customers. Monitor all campaign list requests to ensure that the appropriate audience segmentations, frequency of communication & other considerations are achieved
Scrub external data lists and follow processes to properly upload contacts into our marketing database
Provide simple to complex data and market analysis to various stakeholders within the organization. Recommend the appropriate type of analysis based on the objectives at hand
Work with internal teams and business partners to maintain integrity, quality and security of marketing data and information systems
Ensure that customer data / access policies, as well as our corporate privacy policy, are abided by
Collaborate with the Marketing team to understand their campaign objectives
Assist with definition of data segments and configure / execute time and trigger-based campaigns
Configure our platforms for campaign deployment
Create queries and list pulls for direct marketing campaigns to prospects and customers. Monitor all campaign list requests to ensure that the appropriate audience segmentations, frequency of communication & other considerations are achieved
Scrub external data lists and follow processes to properly upload contacts into our marketing database
Provide simple to complex data and market analysis to various stakeholders within the organization. Recommend the appropriate type of analysis based on the objectives at hand
Work with internal teams and business partners to maintain integrity, quality and security of marketing data and information systems
Ensure that customer data / access policies, as well as our corporate privacy policy, are abided by