Spanish High Value Player Msr

hace 2 semanas

Ceuta, España 888holdings A tiempo completo

**CE**

***

**Position ID: 3C.737**

**Spanish High Value Player MSR**:
**Role Purpose**:To ensure the service given to High Value customers is of the highest standard in the industry while maximising their Life Time Value. Working alongside a team of Representatives and being involved in all tasks, having a hands-on approach and taking part in shifts.

**Reports To**:Team Leader

**Department**: VIP

**Location**:Ceuta

**Accountabilities**:

- Take responsibility of the High Value population and alerting the relevant people when dealing with sensitive or high profile member complaints.
- Carry out outbound and Adhoc projects.
- Will be responsible for life time value and retention of HV players.
- Analyse and investigate accounts being brought to relevant queues and reports and take relevant actions on such accounts as required.
- Handle daily HV queues or projects.
- Work according to established standards and liaise with various departments with an aim to First Time Resolution.
- Work as part and alongside the Support teams, both in GIB / in Antigua / Romania / VIP & Fraud.
- To perform additional tasks as required by the TL, VIP Operations Manager or HOD.

**Key Performance Indicators**:

- High quality of service provided to members - achievement seen in Member Satisfaction Survey and QA.
- Achievement in reaching Support Operational Goals.
- Productivity goals.
- Must promote the interests and welfare of the company values and our customers at all times.
- Excellent communication and negotiation skills with fluency in English / Spanish.
- Problem solving, investigative and Multi-tasking skills.
- Accountability.

**Technical Skills - Required**:

- Excellent command of English and Spanish.
- Q center.
- BO systems.

**Main Relationships**:

- Shift Managers
- Senior MSRs
- Fraud/Operations
- CRM Team in II
- VIP
- Regulate Markets

**Knowledge Skills & Experience**:

- Excellent level of English / Spanish both written and verbal is a MUST.
- High level of reasoning, analytical ability and work ethic.
- High understanding of the gaming industry, our products and software.
- Additional language is a plus.
- Ability to comprehend and analyse financial / statistical data.
- Balanced approach.

**Competencies**:

- Strong customer service skills.
- Confident on the phone.
- Strong team player.
- Excellent Casino/Poker/Sport knowledge.
- Good working knowledge of the Support Department’s key functions, procedures and policies / Fraud Operations & tasks.
- Strong telephone outbound and sales skills.
- Ability to work independently, to tight deadlines in a dynamic and fast moving pressured environment.
- Must promote the interests and welfare of the Company values and our customers at all times.
- Excellent communication and negotiation skills with fluency in English / Spanish.
- Problem solving, investigative and multi-tasking skills.
- Accountability.
- Time management.
- Proactive.

**Working Hours**:
The VIP Department operates a variety of 8-hour shifts (with 1 hour paid breaks), between 08:00 to 00:00. The main Shift Coverage is 11:00 to 19:00, 12:00 to 20:00 and 13:00 to 21:00. The HV Team are required to work 5 shifts in any given week (Mon to Sun) with 2 days off, which may be split.

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