(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.
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Recognises where a potential gambling issue exists and escalates immediately
Takes ownership of the issue to the point of resolution
Escalate an issue when they are unable to resolve it themselves or where it is above the advisor's monetary limit
Follows best practice guidelines when communicating with customers
Ensures Playtech is reviewed when closing an account through Account Manager
Has a comprehensive knowledge of the facilities for self-management and self-exclusion processes
Seeks to inform the customer when resolving their query
Remains assertive and polite when in dispute with the customer
Navigates the Responsible Gambling website to promote features and functionality of Responsible Gambling tools
Uses all available resource to make accurate decisions
Sees things from the customer's point of view
Refers to the Knowledgebase when investigating the customer's query
Accurately relays the information presented on the RG Summary and Verification Details pages
Completes ad-hoc tasks on request from departmental managers or supervisors
Is aware of the purpose and processes of other departments with which they work
Gives the internal customer the same level of service as the external customer
Quickly recognises where an issue is beyond the remit of their role and escalates to the correct person/ department
Personalises each contact and shows genuine interest in the customer’s issue
Authors members notes in Account Manager
Describes the rules for the majority of products provided within the Gaming department
Communicates effectively and professionally with colleagues
Communicates with customers via telephone, Live Chat, email and web message
Regularly checks the Promotional Calendar and Gaming Hub for promotional information and current issues
Documents complaint note to ensure accuracy, clarity and conciseness
Uses back office tools including but not limited to Playtech IMS, Poker Admin and Virtue Fusion
Listens and learns from Team Leaders, Supervisors and Managers in order to understand and properly apply company policy and objectives to customer situations
Provides a standard of service that reflects bet365's Customer Service Ethos
Has a working knowledge of the more popular payment methods used by customers in their own markets
Explains offers and promotions in a way that the customer understands
Offers resolution which benefits the customer and bet365
Actively listens to and clarifies the issue/query with the customer
Seeks to enhance communications with the customer wherever and whenever possible
Explains the features and functionality of the website and app and uses it on a daily basis
Effectively communicates in a way that matches the customers level of understanding
Can offer financial resolution within their remit (based on the relevant product)
Gives a realistic time frame for resolution of the issue and offers to contact the customer when appropriate
Updates customer details through Account Manager and resolves queries specific to the customer's account
Gathers information through the use of effective questions
Has a working knowledge of the licensing requirements for each market
Navigates the KB to locate relevant and current information
Works with other front-line departments to resolve the customer's issue
Has a working knowledge of bet365's Fraud and Verification policies and can guide the customer through the verification process
Keeps up-to-date with changes to bet365's practices and procedures by referring to the KB
Reviews and correctly interprets Gaming specific bets and pay tables
Demonstrates effective time management
Uses the website and app when informing the customer of relevant features and functionality
Investigates issues thoroughly in order to make informed and accurate decisions on an account
Introduces themselves and bet365 in a positive manner
Communicates with customers consistently throughout contacts with an energetic and interactive tone
Navigates and use the relevant functions within Vtool
Guides the customer to the website or mobile app, where appropriate
