Customer Services Agent

hace 6 meses

España DAZNBet A tiempo completo

**Role Purpose**

Reporting to the Customer Services Team Leader, the Customer Services Agent role will provide a great seamless DAZN Bet service experience to our customers across the territories.

The Customer Services function primarily focuses on proactively identifying opportunities to deliver a best-in-class customer experience by being the voice of the customer.

You will be responsible for delivering value through exceptional customer service and for protecting the business and customers through adherence to regulatory compliance requirements.

This role will manage customer contacts, providing strong SLAs to ensure that any customers’ requests will be dealt with as quickly as possible, resolve or to prevent any possible future harm.  This role will ensure that all operational procedures and other statutory directives are followed.

You will understand that customer service and the experience we provide is critical to the success of our business and look for ways to improve our products and services to customers.

**Key Responsibilities**
- Provide exceptional service across all contact channels as required through all communication routes (voice and non-voice) whilst maintaining service levels and efficiencies
- Provide first contact resolution to customers who contact us regarding their account ensuring a positive and engaging service for the customer
- Become an expert on our customers and our products
- Follow up with customers where this isn’t possible in live communication - do what you say you will do
- Escalate any service/product issues to the Customer Services Manager, acting as an early warning alert for any issues that might be widespread
- Escalate any Safer Gambling, Anti Money Laundering or Fraud concerns to the relevant team
- Work towards set KPI’s to ensure the safety of the customer whilst maintaining strict compliance
- Maintain a Quality Assurance score which meets the minimum standard set by the department which reflects the level of service required

**Specialist Skills and Experience Required**
- Experience of working with customers delivering exceptional customer service
- Resilient and able to handle challenging conversations or situations
- Confident communicator and ability to make decisions
- Strong attention to detail
- Ability to work under pressure
- A passion and drive to achieve good customer outcomes
- Computer literacy and proficiency in the use of Microsoft Office tools
- Ability to maintain high levels of confidentiality and data security standards
- Sports betting/gaming knowledge
- Available to work evenings, weekends, bank holidays to allow for a 24/7 operations and demonstrate flexibility as per the needs of the business
- Gibraltar Office based during shifts
- Spanish Speaking
- English Speaking

**Salary**: 30,000.00€ per year

**Experience**:

- customer service: 1 year (preferred)

Ability to Commute:

- La Línea de la Concepción, Cádiz provincia (required)

Ability to Relocate:

- La Línea de la Concepción, Cádiz provincia: Relocate before starting work (required)

Work Location: In person

Reference ID: Customer Services Agent - UK

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