Are you interested in dealing with our most prestigious customers, planning worldwide trips to meet them, and feeling that you make a difference to our gr888t organization? If you find this type of role captivating, you could be the right person for us.
We are located in Gibraltar, a peninsula located off the south coast of southern Spain. Enjoying over 300 days of sunshine per year, the hub of the online gaming industry.
This role offers a competitive salary and relocation package, with full comprehensive training in a dynamic working environment!
Role Responsibility: To ensure the service given to B2C and B2B customers is of the highest standard in the industry while maximizing their Life Time Value through excellent customer service and daily operational checks and verification.
Maintain high standard of quality and quantity of responses on all Customer Operation related topics and all aspects of the role – i.e. general account queries, game play, payment info and checks, cash out checks, Anti-Money laundering and Under-age prevention checks with external agencies
Carrying out conversion/retention efforts through promotions, events, bonus offers and various outbound projects via telephone, chat and email.
Handling all customer related queries via all contact channels (telephone, chat and emails)
Analyses and investigates accounts being brought to relevant Operation queues and reports and takes relevant actions on such accounts as required
Carry out daily Documents checks and deals with negotiations, legal threats, prevention of charge backs and settlement on members account as required by both lines of business
Carry out daily AML and Underage checks and take appropriate actions as required.
Work according to established standards and liaise with the Fraud Dept. in GIB on all Risk related issues (RM deposit declines and/or Chargeback cases)
Work as part of the Italian team alongside the Italian TL and Supervisors and Fraud/Support teams, both in GIB and in Antigua
To perform additional tasks as required by the Supervisor, TL, Operations Managers or HOD
Main Relationships – B2C/B2B
Italian TL & Italian Operational Manager
SLS (Second Level Support)
Knowledge Skills & Experience
Must have/Essential Skills:
Customer Service Experience
Internet experience and awareness
High Level of intelligence, reasoning and analytical ability
Good negotiation skills
Ability to comprehend and analyse financial/statistical data
Fluent in Italian and English
Excellent communication skills
Confident verbal communicator
Strong team player
Excellent organisation skills with the ability to meet deadlines
No restrictions to working in Gibraltar
Willingness to work unsocial hours – for example late nights and weekends
Nice to have/ Desirable:
Experience in fraud or risk management
Knowledge on systems used by 888
Knowledge of gambling industry
Ability to go the extra mile
Ability to work under pressure
Good working Knowledge of the support departments key functions, procedures and policies.
Ability to work independently and as a part of a team, to tight deadlines in a dynamic and fast moving environment
Excellent Communication and negotiation skills
Problem solving, investigative and multi-tasking skills
Attention to detail
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