Smita Poorun
Centre De Flacq,Mauritius
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced, evolving environments. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
1
1
Language
5
5
years of professional experience
Work History
Customer Service Representative
Rank interactive
08.2024 - Current
- Deliver professional customer support via live chat and email for gaming, casino, sportsbook, and bingo customers.
- Investigate and resolve customer queries relating to deposits, withdrawals, account verification, promotions, bonuses, and payment methods.
- Handle account security issues, including password resets, fraud concerns, duplicate accounts, and responsible gambling requests.
- Support customers through Know Your Customer (KYC) and verification processes by reviewing identification and proof of address documentation.
- Managed customer complaints and provided timely resolutions, ensuring adherence to company policies and regulatory requirements.
- Escalate technical issues, game malfunctions, missing winnings, and payment-related incidents to specialist teams for investigation.
- Assist customers with safer gambling tools, including deposit limits, time-outs, self-exclusions, and account restrictions.
- Monitor customer accounts and interpret account activity to identify and resolve payment and promotional discrepancies.
- Maintain accurate case notes and documentation across multiple internal systems.
- Delivered exceptional customer service, consistently meeting quality assurance, productivity, and customer satisfaction targets.
- Communicated complex information clearly and professionally to customers in a fast-paced environment, enhancing customer understanding.
- Work collaboratively with Payment, Verification, Technical, Player Protection, and Promotions teams to achieve efficient resolutions.
Customer Service Representative
Concentrix
R?duit
11.2023 - 03.2024
Customer Service Cashier Exotic group sale assistant
Centre De Flacq
07.2021 - 11.2023
- Cultivated positive relationships with customers through friendly interactions, enhancing their shopping experience.
- Upheld professionalism when addressing difficult customers, contributing to conflict resolution and customer retention.
- Fostered strong customer relationships by delivering personalized assistance and support, resulting in increased customer loyalty.
- Maintained a high level of professionalism when dealing with difficult customers.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Balanced cash drawers accurately at shift end at the end of each shift.
- Provided information on company policies, warranties, guarantees, financing options and other related matters.
- Balanced cash drawers at the end of each shift.
Education
High School Diploma -
Professor Basdeo Bissonsoyal School
Centre De Flacq, FL, MauritiusSkills
- Microsoft Excel
- Account Management
- Payment and withdrawal support
- Account verification
- Customer Service Excellence
- Responsible gambling compliance
- Good empathy with customer
- Live chat and email support
- Complaint resolution
- Multitasking
LANGUAGES
English, Advanced
Languages
English
Beginner
A1
Timeline
Customer Service Representative
Rank interactive
08.2024 - Current
Customer Service Representative
Concentrix
11.2023 - 03.2024
Customer Service Cashier Exotic group sale assistant
Centre De Flacq
07.2021 - 11.2023
High School Diploma -
Professor Basdeo Bissonsoyal School