Customer Service Facilitator

  • Ground Floor, Standard Chartered Tower, Lot 19, Cybercity, Ebene, Mauritius
  • Full-time

Company Description

The Rank Group is growing rapidly within both our Venues and Digital businesses. If you’re not sure who we are, you may be more familiar with us through our iconic brands; Mecca Bingo and Grosvenor Casino. We have most recently acquired Stride Gaming, which, together with our existing Digital business, forms Rank Interactive. We employ circa 8,000 people globally, with our UK office functions being located in Maidenhead (Head Office), Sheffield (Customer Solutions Hub), London (Digital) and a further office in Gibraltar, which is home to our existing Rank Digital function. We are evolving as a business and are adding some exciting new brands and concepts to our venues and digital offering. By joining an office-based or operational function with us, you’ll instantly be part of a high-performing and inclusive culture, which works closely to support our Customer-facing teams.

Job Description

As a Customer Service Facilitator, you will be the first point of contact and you will use precise communication skills to answer incoming interactions and handle customers’ requests, complaints and other general information questions. You will also use your investigation skills to resolve customer enquiries within the established SLAs.

  • Resolve customer enquiries by telephone, email or chat with a positive and service-oriented attitude
  • Ensure responses are delivered to customers within agreed timescales
  • Evaluate the nature of customers’ enquiry accurately and determine the appropriate action to be taken
  • Analyse and interpret information given by the customer precisely
  • Build sustainable relationships of trust through open and positive interactions with customers
  • Ensure customer enquiries are clearly communicated to relevant Departments / third parties as per set procedure
  • Follow through on customer cases
  • Interact with inter-departments in a positive and service-oriented manner
  • Apply systematic and logical thinking to solve complex issues
  • Respect the confidential or sensitive nature of customer enquiries
  • Be up-to-date with internal procedures, products and current promotions
  • Ensure to have intuitive understanding of systems tools
  • Carry out administrative work and ensure correct information is displayed on all documents


  • Very good written and oral communication skills in English is a must.
  • Comfortable to deal with inbound and outbound enquiries
  • Good Telephone etiquettes • Very good Listening and Problem Solving Skills
  • Organization Skills
  • Ability to retain information effectively
  • Ability to adopt a rational approach to customer cases
  • Reporting Skills
  • Be service oriented
  • Ability to maintain workflow on multiple ongoing tasks with attention to detail and ability to prioritise HR Copy
  • Previous experience in Customer Service will be a definite advantage
  • Good mastery of Microsoft office tools
  • Knowledge of products offered by the business
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