Senior Spanish Customer Support

Job Type:
Permanent
Categories:
Customer Support
Location:
Malta
Salary Description:
Competitive Salary Offered
Posted:
16-Feb-21
Job Ref:
15336

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.

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

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