Arabic Telemarketing & Support Representative in Gibraltar, Gibraltar

*** THIS ROLE OFFERS A COMPETITIVE SALARY and GR888 RELOCATION PACKAGE ***

Role Purpose:

To provide a proactive service orientated to retain and convert existing members primarily in traditional Arabic (Oriental/Gulf region) language. The role will include calling existing members in order to provide assistance to deposit using the available deposit methods.

Working Hours

  • The Support Department operates a variety of 8 hour shifts (with 1 hour paid break). Shifts could be: <phone number removed> – 0000. Reps are required to work 5 shifts in any given week with 2 days off which may be split. Bank Holidays are considered normal working days.

Knowledge and Experience

  • Customer service experience

  • Online gaming experience would be desirable

Technical Skills - Required

  • Good knowledge of MS applications including MS Outlook

  • Internet experience and awareness

  • Good typing skills

Person Specification

  • Excellent written and oral communication skills

  • Good interpersonal skills and strong team player

  • Confident Oral Communicator

  • Able to show empathy

Accountabilities

  • To provide a proactive service orientated to retain and convert existing/potential members primarily in traditional Arabic (Oriental/Gulf region) language. This service is provided via phone, email and live chat and includes help during registration process, understanding of software, etc.

  • To contact new registered members to welcome them and offer assistance to know and understand product, deposit methods, etc.

  • To maximise member retention through promotion of various events, activities, bonus offers etc.

  • Provide the highest level of support to our members via email, phone and live chat on a range of issues; such as game enquiries, helping with deposits, cashing out of funds etc.

  • To maximise revenue opportunities by offering relevant deposit methods.

  • Translations for the Support Department, and any other department in the company as required

  • Special outbound projects (follow up, reactivation, etc) as directed by Head of department.

  • Testing of new games, products and software as required

  • More experienced MSRs may be asked to assist with the mentoring of new members to the team

Key Competencies

  • High standard of written and spoken traditional (Oriental/Gulf region) Arabic.

  • High standard of written and spoken English.

  • Previous sales and marketing experience advantageous.

  • Experience of call centre environment.

  • High level of trust.

  • Excellent interpersonal and communication skills.

  • Working on own initiative.

Key Performance Indicators

  • From time to time it will be expected that Bilingual reps will answer phone calls of the language they support.

  • Retention of existing members.

  • Bilingual reps may be required to assist other departments with the translation of documents, manuals or messages.

  • Reps should promote the interests and welfare of the Company at all times.

  • High level of service provided to members - as measured though periodic evaluations, and though quarterly Customer Satisfaction Surveys

  • Achievement in reaching Support Operational Goals

  • Telemarketing & Support Representatives are measured in the following KPI’s:

  • Quality of Support given to members

    • Productivity

    • Revenue

    • Living the Company Values

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