Spanish Complaints Coordinator

**CE**

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**Position ID: 06.348**

**Spanish Complaints Coordinator**:
**Position Title**:
Spanish Complaints Coordinator

**NKPD Code**:
33433006

**Department**:
Customer Service

**Team**:
Customer Relations Online

**Reports to**:
CRO Manager

**Subordinates**:
none

**Interacts with**:
Legal, CRO, Compliance, Customer Services, Customer Due diligence, AML, Payments, KYC teams, Responsible Gaming

**Position Mission**:
The Spanish Complaints Coordinator is responsible for improving and monitoring Complaints and Responsible Gaming areas in order to deliver outstanding customer service. The person in charge is tracking and monitoring all complaints and works alongside various departments to continue to develop and improve the responsible gaming and complaints sector.

**Main duties and responsibilities**:

- Addressing any concerns that may arise with customers
- Take on board our customer’s feedback and go the extra mile to work towards retention and retaining customers.
- Working very closely with the customer service specialists and other departments to ensure the best possible customer service
- Dealing with all incoming customer complaints as well as logging and reporting these correctly within Oracle
- Assist the CRO manager to stay on top of license requirements and improve processes and procedures continuously.
- Carry out the necessary training sessions across the Customer Service Team and provide support and share your skills to all specialist’s when required from yourself or falls in your sector.

**Specific responsibilities**:

- Looking after all customer complaints across all brands and markets
- Handling ADR complaints along with the CRO Manager
- To carry out training sessions with Customer Support on Complaints and Objection Handling when needed
- To log all complaints correctly in Oracle
- To work closely with the CRO DSAR time when receiving GDPR requests and work within a strict deadline
- To work and liaise with all departments across the business when carrying out investigations
- To work shifts and weekends when required
- To carry out 1-1 meetings and coaching sessions within Customer Support when needed

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**Position dimensions (KPIs)**:
Your focused KPI's are working towards decreasing complaint handling times, assist with employee satisfaction, increases and monitor customer satisfaction and retention.

**Responsibilities regarding safety at work**:
The employee is obliged to observe the company rules for health and safety at work and the rules for work with displays. The employee is obliged to show for medical eye checks.

**Specific working conditions**:
Works with computer.

**Work and breaks schedule**:

- Works in shifts of 8 working hours with average of 40 working hours per week with at least 1 hour food break per shift that shall be used depending on the workload. For the avoidance of doubt the lunch break is not included in the working time.

Job Requierments

**Requirements**:
**1. Education**
- University degree_

**2. Previous experience**
- Customer Service experience_

**3. Foreign languages**
- Fluent in English and Spanish_

**4. Professional qualification & knowledge**
- Ability to write reports, hold presentations, keep records and work within a budget
- Provide accurate, valid and complete information by using your methods and tools.

**5. Professional skills**
- Proven ability to identify and asses’ customers’ needs
- Build sustainable relationships of trust with our customers through communication.
- Take the extra mile in engaging with customers.

**6. Personal skills**
- Pro-active and responsible
- Excellent verbal and written communication skills
- Excellent organisational skills and the ability to manage time
- Clear thinking, planning and problem-solving skills
- Positive mindset and a can-do attitude
- Willingness to learn and go the extra mile

**The job description above is intended to convey information essential to the understanding of the scope of the position and it is not intended to be an exhaustive list of duties, responsibilities or working conditions associated with the position.**

**_This job description can be amended and supplemented by the Employer upon their discretion._