Contact Centre Agent – Bulgarian speaking

Job Type:
Permanent
Categories:
Customer Support
Location:
Malta
Salary Description:
competitive salary
Posted:
17-Jun-21
Job Ref:
15803

Bettingjobs is working with a leading iGaming service provider who are seeking to expand their Malta office with a proactive Bulgarian Speaking Customer Centre Agent.


Contact Centre Agent will be responsible for:
• Providing world-class service to all of our players
• Responding to all incoming player queries, via all contact mediums including but not limited to: calls, live chat, e-mail, Social Media, WhatsApp
• Strive for ‘first-contact-resolution’ on all customer queries
• Ensuring that all communication and volume received during their respective shift is dealt with in the required timeframe and manner
• Follow company policies and procedures to ensure the retention of all players
• Completing assigned outbound tasks within the required time frame
• Liaising with the Senior Agents/Floor Managers to hand over player related issues
• Monitoring internal systems and informing the Floor Manager on duty if these are not operating
• Enhancing customer experience and relationships
• Keeping their finger on the pulse of player experience and communication, liaising with Senior Agents / Floor Managers, offering insights and improvements
• Performing consistent customer service competitor analysis in order to offer market insight
• Follow company policies and procedures when recording all communication with our players
• Follow company policies and procedures when escalating queries to other departments (should the need arise)

The ideal candidate will have:
• Native level of Bulgarian language
• Previous customer service experience within a large volume call centre
• Passion and good knowledge of sports, sports betting and betting markets
• A clear voice and excellent telephonic and written communication skills
• Intermediate computer proficiency (specifically MS Office and internet applications)
• Excellent typing skill and accuracy

Role Competencies:
• Strong attention to detail and distinct ability to identify and solve problems
• The ability to swiftly adapt to changes in workplace and industry
• A strong work ethic and sense of responsibility
• Target and quality driven nature
• Ability to multi-task and work well under pressure
• Solution oriented – self-starter with a can do attitude
• Responsible individual with good timekeeping

Contact Details:
Tel: +44 (0) 1355 588 988
Contact: Euan
Email:

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