German Member Support Representative in Gibraltar, Gibraltar, Gibraltar

Reports To: Team Leader

Department: Support

Location: Gibraltar

Role Purpose: To ensure the service given to B2C and B2B customers is of the highest standard in the

industry while maximising their Life Time Value through excellent customer service.

Accountabilities:

  • Maintain the highest standard of quality and quantity of responses on all Customer related topics and aspects of the role – i.e. general account queries, game play, payment and withdrawal queries, Responsible Gaming and Regulatory Compliance as applicable.
  • Perform conversion/retention efforts through promotions, events, bonus offers and various outbound projects via telephone, chat and email.
  • To maximise revenue opportunities by offering relevant deposit methods.
  • Handling all customer related queries via all contact channels (telephone, chat and emails) and escalate sensitive cases according to set procedures.
  • Provide translations for the Support Department and any other stakeholder within the company as maybe required.
  • Test new games, products and software if required and provide feedback.
  • Work according to established standards and as part of the Team alongside the Team Leader and Supervisors in relevant operational location.
  • More experienced MSRs 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.
  • Deposit Conversion.
  • Successful outbound projects.

Working Hours:

The Support Department operates a variety of 8-hour shifts according to business needs.

The Team is required to work five (5) shifts in any given week with 2 days off, which may be split.

Note: Bank Holidays are considered normal working days.

Main Relationships:

  • Team Leader
  • Customer Relations Manager
  • Team Representatives
  • Shift Managers
  • SLS (Second Level Support) Team

Knowledge Skills & Experience:

Must have/Essential Skills:

  • Native Level Fluency in German and excellent command of English, both verbal and written.
  • Previous proven customer service experience.
  • Excellent communication skills and customer focus.
  • Computer literacy and internet knowledge/experience.
  • High level of intelligence, reasoning and analytical ability.
  • Good negotiation skills, empathy and an approachable nature.
  • Confident verbal communicator and the ability to take decisions.
  • Strong team player, confident and flexible when required.
  • Excellent organisational skills with the ability to meet deadlines
  • Prioritisation skills.
  • Ability to work under pressure.
  • Willingness to work out of set business hours – for example late nights and weekends.

Nice to have/ Desirable:

  • Experience in the Online Gaming Sector.
  • Knowledge of CRM systems used by 888.
  • Diplomacy.
  • Ability to go the extra mile.
  • Sales and Outbound experience.

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 the highest attention to detail.
  • Ability to work independently and as a part of a team in a dynamic and fast moving environment.

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