Danish speaking Customer Support - Malta

Job Description

Job Description Summary

• In/outbound Chat/Telephone/Email based Customer Support, Sales and Service
• Highly Target driven role at the highest service level within the I-gaming industry.
• First line of contact for online players, maintaining Service Level Agreement, ensuring Player satisfaction, handling of all general enquiries, troubleshooting experts, providing technical support, first contact resolution.
• Focusing on pro-active conversion, up-sales, cross sales, product pitching and retention of players.
• Performing towards set Market targets / KPIs with performance results at the forefront.
• Reports directly to Support Team leader (Respective Desk)

Core Tasks &Responsibilities

• Work in strict accordance to set Sales targets and KPIs and maintain departmental & company SLA’s.
• Interact directly with Customers through chat and phone to provide and process information in response to enquiries, concerns and requests about our products and services.
• Be a welcoming host to our players. Ability to expose players to our products via tools that are provided to you.
• Obtain and evaluate all relevant information (either from customer or available tools) to handle enquiries and complaints.
• Communicate and coordinate with internal departments.
• Responsible to keep abreast of all developments regarding new department and company protocols and procedures.
• Determine accurate product needs in order to up-sell and cross-sell.
• Provide market feedback and market native opinions.
• Adopt, Maintain and promote the Company Values without exception.

Language Skills

• Native Language Level of respective desk is essential.
• Excellent English oral and written skills.

Required Experience (Technical Skills, Experience, Education/knowledge)

• Chat experience a plus!
• Sales Experience a huge advantage.
• Ability and confidence to negotiate sales techniques with interactions with customer to guide them and assist them to deposit and play our games using objection handling techniques.
• Ability to work efficiently in fast paced environment to meet targets / KPIs.
• Ability to multi-task (handling of multiple chats concurrently).
• Be accomplished typists (minimum 35 words per minute).
• Strong communicator as well as capable problem-solver.
• Outstanding spelling, grammar, and communication skills a MUST in native language and Strong command of the English language
• Organized, detail oriented, professional, courteous and self-motivated.
• Confident, knowledgeable and expertise in our products and the I-gaming industry.
• Comfortable working with figures and strong understanding of Maths.
• Handles customer’s queries in the best interest of both the company and the customer.
• Must be proficient in Internet related applications such as E-Mail clients, chat system and web browsers.
• Basic knowledge of Windows Office programs (Word, Excel, Outlook) etc.

Person Specification (Interpersonal Skills, Personal Capabilities etc)

• Sales driven mind-set & approach to role and self-motivated when working towards reaching targets.
• Responsible, able to work unsupervised.
• Team Player.
• Demonstrates creativity & flair.
• Adaptable (to a dynamic environment), initiative, and work well under pressure.

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