JOB OVERVIEW
We have a fantastic new job opportunity for a Customer Service Advisor who is fluent in oral and written Spanishand Englishwith a great combination of administrative, customer service and organisational / planning skills, as well as a good understanding of Microsoft Office.
Working as the Customer Service Advisor you will provide excellent standard of service to customers through email, phones, and web chat interactions.
As the Customer Service Advisor you will be resolving customer complaints in a patient, efficient and courteous manner and carrying out remedial action as and when required.
APPLY TODAY
If this job looks like your ideal position, then please send in your CV as soon as possible for our Recruitment Team to review.
DUTIES
Your duties as the Customer Service Advisor include:
1. Providing excellent standard of service to customers through email, phones and web chat interactions communicating in Spanish
2. Providing and processing information in response to customer enquiries, concerns and requests in a timely, personable and professional manner
3. Resolving customer complaints in a patient, efficient and courteous manner and carrying out remedial action as and when required
4. Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem and following up to ensure resolution
5. Consistently displaying a strong customer focus and “going the extra mile” to achieve a high level of customer satisfaction
6. Escalating issues to the Team Leader as necessary
7. Escalating regulatory issues to the Compliance Team
8. Following up on customer interactions in accordance with Company’s processes and procedures
9. Providing guidance to and mentoring junior members of the team
10. Liaising with other departments (for instance Payments and Fraud) to resolve customer queries as and when required
11. Complying with Company’s policies and procedures at all times, to improve service provided
12. Maintaining professionalism in all interactions with clients and colleagues
13. Displaying a high level of attention to detail whilst recording and updating account information
14. Determining and accurately recording all details of incoming problems
15. Monitoring website for errors and testing website after systems updates and new product launches
16. Playing an active part in enhancing quality results and performance of the team
17. Recommending potential products or services to management by collecting customer information and analysing customer needs
18. Contributing to a continual enhancement of customer service, by providing ideas and suggestions on how to improve procedures and develop the department
CANDIDATE REQUIREMENTS
Essential:
19. Excellent verbal and written communication skills in Spanish and English
20. Ability to multitask, prioritise and work under pressure
21. Excellent accuracy and attention to detail
22. Proactive and results-driven approach
23. Exceptional problem-solving skills
24. Excellent prioritising skills
25. Faultless telephone manner
26. Customer focus and commitment to service excellence
27. Good interpersonal skills and ability to work as part of a team
28. Ability to learn quickly in a changing environment
29. Diagnostic and Advisory Skills
30. Confidence and ability to deal with difficult situations
31. Good numeracy skills
32. Strong IT skills including good working knowledge of Microsoft Outlook
Desirable:
33. Knowledge of online gaming and betting industry
34. Interest and knowledge of sports