Spanish Customer Operations Representative

**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 know-how/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 multi-tasking 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.)