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Multilingual speaking Customer Service Agent - Gibraltar

Job Description

The Customer Service Agent interacts with customers in response to enquiries and complaints relating to our products and services, as well as implementing proactive measures to ensure customer satisfaction. Customer contacts may be received through e-mail, telephone, chat or any other communication tool. In addition, the Agent is responsible for ensuring that communications made by the company are in a format that is correct and legible for all of our customers.

 

Responsibilities:

 

Acquiring a good understanding and knowledge of our products, including the specific functions of poker, sports betting, casino, live casino, bingo and games, as well as the tools used for each product.

Assisting our customers with financial, functional and technical problems and enquiries to closure.

Working rotating shifts or specified hours to handle the daily customer support workload.

Being up-to-date with promotions, competitions and special offers that we promote to our customers

Creation and maintenance of standard responses to frequently asked questions and upcoming situations.

Reporting of urgent matters such as downtime and multi-user problems to third parties, Team Lead and the Customer Services Director.

Requesting assistance with requests that one is not able to solve him/herself and escalating where necessary.

Assisting the Risk & Fraud and Finance Departments with fraud checks and processes.

Assisting the Team Lead, the Customer Services Director and Product Managers in marketing campaigns conducted through email, telephone, the website, or any other type of media.

 

 

Requirements:

 

Locally based or willing to relocate in Gibraltar

Proven experience in a Customer Service environment

Experience in working in a co-operative team environment

Excellent verbal, written and interpersonal communication skills

Excellent computer literacy skills, especially in web-based applications

Strong administrative skills, with attention to detail

Customer Service focused

Results and target focused

Strong sense of initiative

Reliable

Team player

Enthusiastic

Confident

 

Languages required:

 

Fluent English and one of these languages at a fluent level:

 

German

Norwegian

Swedish 

Italian 

Danish

 

Due to Work Permit restriction, we cannot consider non-EU Citizens.

Ref:

Location

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