Betting Jobs are working with a well-established online casino operator who are now based in Malta. They are mainly involved within the Swedish market however have also now extended into the Spanish iGaming market where they are now looking to add to their Spanish customer support team.
The Customer Services Team assists our players with registration, game play, technical, and other queries they might have. As a Customer Service Agent you are a front-liner of the company, supporting our players currently through phone calls, online chats and emails.
Efficiently manage incoming customer service inquiries through all channels, delivering a high standard and contributing towards an excellent customer experience
Provide accurate, valid and complete information by using the right methods and tools
Handle customer complaints, provide appropriate solutions and alternatives within an adequate time frame, following up to ensure resolution, and keeping within the SLAs
Contribute towards the departments objectives to increase the accuracy, efficiency and responsiveness of the customer service team as a whole
Work towards hitting and exceeding personal and business targets
Follow communication procedures, guidelines and policies implied by the business
Build rapport with customers through open and interactive communication
Share customer feedback with the CS team, Tech team and relevant teams to contribute towards the development of new products and services
Understand the importance of social responsibility and act in the best interest of players with gambling concerns or problems by following the company’s Responsible Gambling procedures
Comply with legal requirements, industry regulations, internal policies and professional codes
Strong customer focus, be a customer advocate
Excellent verbal and written Spanish and English language skills
Good communication skills, including soft skills
Reliable and ethical, respecting customers’ concerns and confidentiality
Organised and methodical, with good attention to detail
Ability to adapt and work with different personalities
Computer / IT literate, and familiar with CRM systems
Knowledge of the i-gaming industry is considered an asset
Ability to multi-task, prioritize, think on your feet and effectively manage time
Able to work different shift times, evenings and weekends.