Spanish Customer Operations Representative

hace 1 semana

Ceuta, Ceuta, España 888holdings A tiempo completo

CE
***
Position ID: 2A.640

Spanish Customer Operations Representative:

A ROLE BASED IN CEUTA APPLICABLE WITH PREFERENCE TO LOCAL CANDIDATES IN CEUTA

_ Reports To:
__ Team Leader_

_ Department:
__ Support_

_ Location:
__ Ceuta_

_ Role Purpose:

_

_ To ensure the service given to B2C customers is of the highest standard in the industry while maximising their Life Time Value through excellent customer service and support operations._

-
Accountabilities:

-
Maintain highest standard of quality and quantity of responses on all Customer Operation related topics and aspects of the role - i.e. general account queries, game play, rules, responsible gaming, regulatory compliance and fraud prevention.

  • Work according to established standards and liaise with the Fraud department on all risk related issues (RM deposit declines and/or Chargebacks).
  • Work as part of the Spanish Team alongside the Spanish Team Leader, Supervisors and Fraud/Support Teams in the relevant operational location.
  • More experienced representatives may be asked to assist with mentoring new team members.
  • Perform additional tasks as required by the Team Leader, Supervisor, Customer Relations Managers, Operations Managers or HOD.

Key Performance Indicators:

  • Highest Quality of service provided, attainment measured via QA & customer satisfaction surveys.
  • Productivity & First Contact Resolution.
  • Responsible Gaming and Regulatory Compliance.
  • Be under the threshold of fraudulent activity / CB levels according to targets set by Head of Fraud.

Knowledge Skills & Experience:

Must have/Essential Skills:

  • Native level of fluency in Spanish and good command of English (B1 or similar), both verbal and written.
  • Previous proven Customer Service experience.
  • Excellent communication skills and customer focus.
  • Computer literacy and internet knowhow/skills.
  • High level of intelligence, reasoning and analytical ability.
  • Ability to comprehend and analyse financial/statistical data.
  • Good negotiation skills and approachable nature.
  • Confident verbal communicator and ability to make decisions.
  • Strong team player.
  • Confident and flexible when required.
  • Excellent organisation skills with the ability to meet deadlines.
  • Prioritisation skills.
  • Ability to work under pressure.
  • Willingness to work outside of set business hours for example late nights and weekends.

Nice to have/ Desirable:

  • Experience in the Online Gaming sector.
  • Responsible Gaming experience.
  • Call Center experience.
  • Diplomacy.
  • Ability to go the extra mile.

Competencies:

  • Excellent Communication and negotiation skills (both verbal and written).
  • Good working knowledge of the Support key functions, procedures and policies.
  • Problem solving, investigative and multitasking skills with highest attention to detail.
  • Ability to work independently and as a part of a team in a dynamic and fast moving environment.

Working Hours:


The Support Department operates a variety of 8-hour shifts according to business needs, working five (5) shifts in any given week with 2 days off, which may be split.


Competitive Benefits

  • Competitive salary
  • Performance monthly bonuses, internal competitions and personal rewards
  • Performance (Company & personal) yearly bonus
  • Referral bonuses
  • Possibility of personal and professional development in an international and multicultural company
  • 35 hour working week plus lunch hour paid (40 hours)
  • Night supplement (25% for night hours)
  • Private Medical cover
  • Life Insurance
  • Daily fruits/vegetables and snacks
  • Summer and Christmas company parties
  • Theme days ( Lunes de churros, Viernes de couscous, día del masaje.)

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