Betting Jobs are working with an exciting iGaming operator with offices in Malta who are looking to add to their Spanish-facing customer support team with this brand new role.
Role - Senior Spanish Customer Services Agent
Role:
Efficiently manage customer contact queues ensuring response times are within the SLAs
Create and maintain the schedule for the Spanish Team, ensuring adequate cover
Perform quality checks on CS Agent contacts, and deliver feedback
Resolve customer complaints and handle the Team’s escalations
Onboard new starters and address the team’s training needs
Deliver periodic reports and insights to the Head of CS
Answer customer contacts and contribute towards an excellent customer experience.
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.
Experience:
Strong customer focus, be a customer advocate.
Excellent verbal and written Spanish and English language 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 with experience in a similar role
Flexible working times, including evenings and weekends.
