Danish Customer Service Representative positions (Marbella)
I work for Protected content in Gibraltar and we are looking for Danish Customer Service Representatives.
If any of you or your friends interested in this position please send me an e-mail to discuss the job further (please use both e-mail addresses just in case).
Please see the job description below.
Thank you for your time.
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This role offers a competitive salary and relocation package, with full comprehensive training in a dynamic working environment!
To ensure the service given to B2C and B2B Danish 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 to Danish members.
Handling all Danish 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 Spanish team alongside the Spanish 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
Danish Team Leader & Danish Operational Manager, Danish Representatives, Shift Managers and SLS (Second Level Support)
Knowledge and Experience
Customer service experience, computer literate, internet experience and awareness, high level of intelligence, reasoning and analytical ability, good negotiation skills, customer focused, ability to comprehend and analyze financial/statistical data, fluent in Spanish and English, excellent communication skills, approachable, confident verbal communicator, strong team player, decision maker, excellent organization skills with the ability to meet deadlines, confident, flexible, No restrictions to working in Gibraltar, willingness to work unsocial hours – for example late nights and weekends
Experience in fraud or risk management, knowledge on systems used by 888, prioritization skills, knowledge of gambling industry, diplomatic, 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 environmentExcellent Communication and negotiation
skillsProblem solving, investigative and multi-tasking skillsAttention to detail
The Support Department operates a variety of 8 hour shifts (with 1 hour paid break). Shifts could be: Protected content , Protected content 0000, Protected content , Protected content , Protected content . The Support Team 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
Key Performance Indicators
High Quality of service provided to members – achievement seen in member satisfaction survey Be under the threshold of fraudulent activity/ CB levels according to targets set by head of fraud Quality of service given to members Productivity